000			01570ngm a2200325 a 4500
001			HST2511_1_2
003			UkLoHST
006			m c
007			cr|cna|||a||||
007			vz|czazum
008			100412s2010 enk|||||||||||s|||v|eng d
028	5	0	_a2511 _bHenry Stewart Talks
035			_a(UkLoHST)1424
040			_aUkLoHST _beng _cUkLoHST
100	1		_aCrank, Amanda, _u(Customer Service Operations Manager, The Co-operative Financial Services, UK) _4spk
245	1	0	_aSMS: customer leading or customer led? _h[electronic resource] / _cAmanda Crank.
260			_aLondon : _bHenry Stewart Talks, _c2010.
300			_a1 online resource (1 streaming video file (31 min.) : _bcolor, sound).
490	1		_aContact center management : how to succeed in today's dynamic environment, _x2056-4570
500			_aAnimated audio-visual presentation with synchronized narration.
500			_aTitle from title frames.
505	0		_aContents: 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.
506			_aAccess restricted to subscribers.
538			_aMode of access: World Wide Web.
650		0	_aCall center agents.
650		0	_aCall centers _xManagement.
830		0	_aHenry Stewart talks. _pBusiness & management collection. _pContact center management.
856	4	0	_uhttps://hstalks.com/bm/1424/
856	4	2	_uhttps://hstalks.com/bm/p/266/ _3Series
999			_c80201 _d80201