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Book Cover
Streaming video
Author Millard, Nicola, (Customer Experience Futurologist, British Telecommunications PLC., UK)

Title From agent to expert : the future of the contact center advisor / Nicola Millard
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 (48 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: Contact centers -- Why they need to change -- Moving from simple call processing to adding value and adapting customer experience -- Moving from a centralized model to a networked expert model -- Learning directly from customers -- The impact of Web 2.0
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
Other Titles Title from publisher's website Future of the contact center advisor