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007			vz|czazum
008			080121s2009 enk|||||||||||s|||v|eng d
028	5	0	_a1903 _bHenry Stewart Talks
035			_aHST1903_1_2
035			_a000947179
040			_aKCL
100	1		_aDurr, William. _4spk
245	1	0	_aContact center technology _h[electronic resource] / _cBill Durr.
260			_aLondon : _bHenry Stewart Talks, _c2009.
300			_a1 online resource (1 streaming video file (51 min.) : _bcolor, sound).
490	1		_aContact center management : how to succeed in today's dynamic environment
500			_aAnimated audio-visual presentation with synchronized narration.
500			_aTitle from title frames.
505	0		_aContents: 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.
506			_aAccess restricted to subscribers.
538			_aMode of access: World Wide Web.
538			_aSystem 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+.
650	0	0	_aCall centers.
830		0	_aHenry Stewart talks. _pMarketing & management collection. _pContact center management
856	4	0	_uhttp://hstalks.com/lib.php?t=HST68.1903&c=250
856	4	2	_uhttp://hstalks.com/lib.php?t=HST68&c=250 _3Series
908			_a141013
989			_a20230822095114.0
999			_c6261 _d6261