TY  - ADVS
AU  - Grig,Rufus
TI  - Competitive contact in the future
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  - Customer services
N1  - Animated audio-visual presentation with synchronized narration; Title from title frames; Contents: What is changing and why -- From transaction to value -- Obsession with call duration -- SLAs and other targets -- Call routing -- Scripting -- Business trends -- Technology within the contact center -- Convergence -- Web 2.0; Access restricted to subscribers
UR  - http://hstalks.com/lib.php?t=HST68.2152&c=250
UR  - http://hstalks.com/lib.php?t=HST68&c=250
ER  -