Rose-Martland, Jeff, <br/><br/>
Primary constructs and fundamental misconceptions of the contact centre industry as ascertained via frontline participation  or Agent evocateur /  [electronic resource] : 
 Primary constructs and fundamental misconceptions of the contact center industry as ascertained via frontline participation 
Jeff Rose-Martland. 
 - London :  Henry Stewart Talks,  2009. 
 - 1 online resource (1 streaming video file (28 min.) :  color, sound). 
 - Contact center management : how to succeed in today's dynamic environment .
 - Henry Stewart talks.  Marketing & management collection.  Contact center management .
<br/><br/> Animated audio-visual presentation with synchronized narration.  Title from title frames. 
<br/><br/>Contents: Simple contact center organization -- Types of contact centers -- Why have agents? -- What are agents? -- Reality -- Dehumanization -- Quality evaluation -- Frustration -- Contact center survival plan. 
<br/><br/> Access restricted to subscribers. 
<br/><br/><br/>Mode of access: World Wide Web. <br/>System requirements:  Browser compatibility: updated Mozilla Firefox, Google Chrome, Safari or Internet Explorer 8+.  Browser settings: enable JavaScript, enable cookies from the Henry Stewart Talks site.  Required Desktop Browser plugins & viewers:  Updated Adobe Flash Player & Adobe Acrobat Reader. Mobile device & operating system versions: Android v2.1+, iPhone 4+ (iOS v5.x+), iPad 2+ (iOS v5.x+), BlackBerry OS v7.0+, Windows Phone v6.5.1+. 
<br/><br/><label>Publisher. No.: </label>2290  Henry Stewart Talks 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Call center agents.<br/>Call centers--Management.<br/>Customer services--Management.