TY  - ADVS
AU  - Pink,Steve
TI  - Plan & deliver
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
N1  - Animated audio-visual presentation with synchronized narration; Title from title frames; Contents: Planning to achieve high quality service delivery in a customer contact environment -- Developing a business process model -- Budgeting and planning -- Forecasting and scheduling -- Real-time management -- Performance management and process improvement -- Invest in planning and service delivery to positively manage customer experience; Access restricted to subscribers
UR  - http://hstalks.com/lib.php?t=HST68.2497&c=250
UR  - http://hstalks.com/lib.php?t=HST68&c=250
ER  -