Durr, William.
Contact center technology [electronic resource] / Bill Durr. - London : Henry Stewart Talks, 2009. - 1 online resource (1 streaming video file (51 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 center elements -- Contact center evolution -- Technology infrastructure -- Automatic call distributor -- Computer telephony integration -- Interactive voice response -- Workforce management process -- Workforce management results -- Recording and quality monitoring -- How to make performance measurement work -- Analytics -- Internal and external metrics -- Feedback -- E-learning in the contact center.
Access restricted to subscribers.
Mode of access: World Wide Web.
1903 Henry Stewart Talks
Call centers.
Contact center technology [electronic resource] / Bill Durr. - London : Henry Stewart Talks, 2009. - 1 online resource (1 streaming video file (51 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 center elements -- Contact center evolution -- Technology infrastructure -- Automatic call distributor -- Computer telephony integration -- Interactive voice response -- Workforce management process -- Workforce management results -- Recording and quality monitoring -- How to make performance measurement work -- Analytics -- Internal and external metrics -- Feedback -- E-learning in the contact center.
Access restricted to subscribers.
Mode of access: World Wide Web.
1903 Henry Stewart Talks
Call centers.