TY - ADVS AU - Crank,Amanda TI - SMS: customer leading or customer led? T2 - Contact center management : how to succeed in today's dynamic environment, PY - 2010/// CY - London PB - Henry Stewart Talks KW - Call center agents KW - Call centers KW - Management N1 - Animated audio-visual presentation with synchronized narration; Title from title frames; Contents: Customer service -- Customer communications increasing with mobility -- What is SMS and what is it capable of? -- SMS and its role in the customer contact strategy -- SMS integration -- Cost -- Where it fits -- Benefits -- Considerations -- In context; Access restricted to subscribers UR - https://hstalks.com/bm/1424/ UR - https://hstalks.com/bm/p/266/ ER -