Achieving sustainable service improvement in contact centers [electronic resource] / Jonathan Donovan.
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 center agents | Call centers -- Management | Customer services -- Management | PerformanceOnline resources: Click here to access online | SeriesAnimated audio-visual presentation with synchronized narration.
Title from title frames.
Contents: How to get better customer service -- A structures engagement framework -- Diagnose -- Engage -- Deliver -- Measure -- Improvement is about process -- Survey and question.
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Mode of access: World Wide Web.