TY  - ADVS
AU  - Shellabear,Steve
TI  - The call and contact centre trainer as change agent
T2  - Contact center management : how to succeed in today's dynamic environment,
PY  - 2009///
CY  - London
PB  - Henry Stewart Talks
KW  - Call center agents
KW  - Call centers
KW  - Management
KW  - Employees
KW  - Training of
N1  - Animated audio-visual presentation with synchronized narration; Title from title frames; Contents: The role of the change agent -- The business case -- Time taken to become competent -- Nature of the work and management style -- Staff desensitized to change and its effects -- Remuneration -- Using the training cycle -- Resistance to change -- The coping cycle -- What you do as a trainer; Access restricted to subscribers
UR  - https://hstalks.com/bm/1420/
UR  - https://hstalks.com/bm/p/266/
ER  -