From agent to expert [electronic resource] : the future of the contact center advisor / Nicola Millard.
Material type:
FilmSeries: Henry Stewart talksBusiness & management collection. Contact center management: Publisher: London : Henry Stewart Talks, 2009Description: 1 online resource (1 streaming video file (48 min.) : color, sound)Other title: Title from publisher's web site: Future of the contact center advisorSubject(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: Contact centers -- Why they need to change -- Moving from simple call processing to adding value and adapting customer experience -- Moving from a centralized model to a networked expert model -- Learning directly from customers -- The impact of Web 2.0
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Mode of access: World Wide Web.