Contact center technology [electronic resource] / Bill Durr.
Material type:
FilmSeries: Henry Stewart talksBusiness & management collection. Contact center management: Publisher: London : Henry Stewart Talks, 2009Description: 1 online resource (1 streaming video file (51 min.) : color, sound)Subject(s): Call centersOnline resources: Click here to access online | Series 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.
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Mode of access: World Wide Web.