TY  - ADVS
AU  - Drake-Knight,Nick
TI  - Growing great contact center communicators
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: The model of excellence -- Explicit standards -- Contact center coaching -- Personal drivers -- Continue and begin -- Observation or judgment? -- Structure of well-done-ness -- Language that hinders -- Language that helps -- Can ́ t to can; Access restricted to subscribers
UR  - http://hstalks.com/lib.php?t=HST68.2089&c=250
UR  - http://hstalks.com/lib.php?t=HST68&c=250
ER  -