TY  - ADVS
AU  - Durr,William
TI  - Contact center technology
T2  - Contact center management : how to succeed in today's dynamic environment
PY  - 2009///
CY  - London
PB  - Henry Stewart Talks
KW  - Call centers
N1  - Animated audio-visual presentation with synchronized narration; Title from title frames; 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; Access restricted to subscribers
UR  - http://hstalks.com/lib.php?t=HST68.1903&c=250
UR  - http://hstalks.com/lib.php?t=HST68&c=250
ER  -