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Electronic commerce / Call centre / Computer telephony integration / Customer experience / Customer relationship management / Customer service training / Customer service / Online shopping / Selling / Marketing / Customer experience management / Business


Working together The Networked Expert: Enhancing Service in an Age of Advice Seeking Author: Dr Nicola J. Millard (BT) with thanks to Clive Grinyer (Cisco)
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Company

Gartner / BT / Cisco / UK Retail Bank / /

Country

United States / United Kingdom / /

Event

Person Communication and Meetings / Reorganization / /

Facility

Contact Centre / /

IndustryTerm

car part / telephony / business to business / mortgage services / media preference / enterprise-wide workflow technologies / enterprise-wide contact services / presence technologies / financial services / bank / Social networking / specialist systems / online catalogue / desktop sharing applications / /

Organization

Contact Centre / /

Person

Jim / Clive Grinyer / Partridge / Phillip / Terry / Nicola J. Millard / Tracey / Ken Landoline / /

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Position

mortgage advisor / made advisors / manager Jim / product manager / advisor / advisors / manager / Specialist Engineer / letting contact centre advisors / appropriate / available advisor / Advice Seeking Author / mortgage specialist / supervisor / Banking Advisor / phone call Call Centre Ops manager / specialist systems engineering expertise20 / back Call Centre Ops Manager / contact centre advisors / call centre advisors / financial and mortgage advisors / CIO / coach / contact centre advisor / appropriate and available mortgage advisor / AutoParts Advisor / Branch Based Mortgage Advisor / /

Technology

IP telephony / broadband / CRM / Instant messaging / enterprise-wide workflow technologies / Knowledge management / presence technologies / PDA / /

SocialTag