Competitive contact in the future [electronic resource] / Rufus Grig.
Material type:![Film](/opac-tmpl/lib/famfamfam/VM.png)
Animated audio-visual presentation with synchronized narration.
Title from title frames.
Contents: What is changing and why -- From transaction to value -- Obsession with call duration -- SLAs and other targets -- Call routing -- Scripting -- Business trends -- Technology within the contact center -- Convergence -- Web 2.0.
Access restricted to subscribers.
Mode of access: World Wide Web.