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Book Cover
Streaming video
Author Donovan, Jonathan, (Managing Director, Townhouse Consulting Ltd., UK)

Title Achieving sustainable service improvement in contact centers / Jonathan Donovan
Published London : Henry Stewart Talks, 2009
Online access available from:
HSTalks Business & Management Collection    View Resource Record  


Description 1 online resource (1 streaming video file (51 min.) : color, sound)
Series Contact center management : how to succeed in today's dynamic environment, 2056-4570
Henry Stewart talks. Business & management collection. Contact center management
Contents Contents: How to get better customer service -- A structures engagement framework -- Diagnose -- Engage -- Deliver -- Measure -- Improvement is about process -- Survey and question
Notes Animated audio-visual presentation with synchronized narration
Title from title frames
Restricted Access restricted to subscribers
Notes Mode of access: World Wide Web
Subject Call center agents.
Call centers -- Management.
Customer services -- Management.
Form Streaming video