Plan & deliver [electronic resource] / Steve Pink.
Material type:
FilmSeries: Henry Stewart talksBusiness & management collection. Contact center management: Publisher: London : Henry Stewart Talks, 2010Description: 1 online resource (1 streaming video file (51 min.) : color, sound)Other title: Plan and deliverSubject(s): Call center agents | Call centers -- ManagementOnline resources: Click here to access online | Series Animated audio-visual presentation with synchronized narration.
Title from title frames.
Contents: Planning to achieve high quality service delivery in a customer contact environment -- Developing a business process model -- Budgeting and planning -- Forecasting and scheduling -- Real-time management -- Performance management and process improvement -- Invest in planning and service delivery to positively manage customer experience.
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Mode of access: World Wide Web.