Growing great contact center communicators [electronic resource] / Nick Drake-Knight.
Material type:
FilmSeries: Henry Stewart talksBusiness & management collection. Contact center management: Publisher: London : Henry Stewart Talks, 2009Description: 1 online resource (1 streaming video file (47 min.) : color, sound)Subject(s): Call center agents | Call centers -- Management | Customer services -- ManagementOnline resources: Click here to access online | Series Animated audio-visual presentation with synchronized narration.
Title from title frames.
Contents: The model of excellence -- Explicit standards -- Contact center coaching -- Personal drivers -- Continue and begin -- Observation or judgment? -- Structure of well-done-ness -- Language that hinders -- Language that helps -- Can't to can.
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Mode of access: World Wide Web.