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Book Cover
Streaming video
Author Grig, Rufus (Managing Director, Callmedia, UK)

Title Competitive contact in the future / Rufus Grig
Published London : Henry Stewart Talks, 2009

Copies

Description 1 streaming video file (56 min.) : digital, mono, SWF file, sound, color
Series Marketing & management collection. Latest thinking in contact center management : how to succeed in today's dynamic environment
Henry Stewart talks. Marketing & management collection. Latest thinking in contact center management
Contents What is changing and why -- From transaction to value -- Obsession with call duration -- SLAs and other targets -- Call routing -- Scripting -- Business trends -- Technology within the contact center -- Convergence -- Web 2.0
Notes Animated audio-visual presentation with synchronized narration
Title from title frames
Subject Call center agents.
Call centers -- Management
Customer services -- Management
Call center agents.
Call centers -- Management.
Customer services -- Management.
Form Streaming video
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