Contact center technology [electronic resource] / Bill Durr.

By:

Durr, William [spk]

Material type: Film

FilmPublisher number: 1903 | Henry Stewart TalksSeries: Henry Stewart talks. Marketing & management collection. Contact center managementPublication details: London : Henry Stewart Talks, 2009.Description: 1 online resource (1 streaming video file (51 min.) : color, sound)Subject(s):

Call centers

Online resources:

Contents:

Contents: Contact center elements -- Contact center evolution -- Technology infrastructure -- Automatic call distributor -- Computer telephony integration -- Interactive voice response -- Workforce management process -- Workforce management results -- Recording and quality monitoring -- How to make performance measurement work -- Analytics -- Internal and external metrics -- Feedback -- E-learning in the contact center.

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Holdings
Item type	Current library	Home library	Call number	Status	Date due	Barcode
Books	Chinhoyi University of Technology Libraries	Chinhoyi University of Technology Libraries		Available

Animated audio-visual presentation with synchronized narration.

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Mode of access: World Wide Web.

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