TY  - ADVS
AU  - Rose-Martland,Jeff
TI  - Primary constructs and fundamental misconceptions of the contact centre industry as ascertained via frontline participation: or Agent evocateur 
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: Simple contact center organization -- Types of contact centers -- Why have agents? -- What are agents? -- Reality -- Dehumanization -- Quality evaluation -- Frustration -- Contact center survival plan; Access restricted to subscribers
UR  - http://hstalks.com/lib.php?t=HST68.2290&c=250
UR  - http://hstalks.com/lib.php?t=HST68&c=250
ER  -