Millard, Nicola,
From agent to expert the future of the contact center advisor / [electronic resource] : Title from publisher's web site: Future of the contact center advisor Nicola Millard. - London : Henry Stewart Talks, 2009. - 1 online resource (1 streaming video file (48 min.) : color, sound). - Contact center management : how to succeed in today's dynamic environment, 2056-4570 . - Henry Stewart talks. Business & management collection. Contact center management. .
Animated audio-visual presentation with synchronized narration. Title from title frames.
Contents: Contact centers -- Why they need to change -- Moving from simple call processing to adding value and adapting customer experience -- Moving from a centralized model to a networked expert model -- Learning directly from customers -- The impact of Web 2.0
Access restricted to subscribers.
Mode of access: World Wide Web.
1898 Henry Stewart Talks
Call center agents.
Call centers--Management.
Customer services--Management.
From agent to expert the future of the contact center advisor / [electronic resource] : Title from publisher's web site: Future of the contact center advisor Nicola Millard. - London : Henry Stewart Talks, 2009. - 1 online resource (1 streaming video file (48 min.) : color, sound). - Contact center management : how to succeed in today's dynamic environment, 2056-4570 . - Henry Stewart talks. Business & management collection. Contact center management. .
Animated audio-visual presentation with synchronized narration. Title from title frames.
Contents: Contact centers -- Why they need to change -- Moving from simple call processing to adding value and adapting customer experience -- Moving from a centralized model to a networked expert model -- Learning directly from customers -- The impact of Web 2.0
Access restricted to subscribers.
Mode of access: World Wide Web.
1898 Henry Stewart Talks
Call center agents.
Call centers--Management.
Customer services--Management.