Telecom and networks North American insurance and banking contact center data

<?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.loc.gov/MARC21/slim http://www.loc.gov/standards/marcxml/schema/MARC21slim.xsd">
  <record>
    <leader>00000cam a22000004b 4500</leader>
    <controlfield tag="001">MAP20090101494</controlfield>
    <controlfield tag="003">MAP</controlfield>
    <controlfield tag="005">20191202112018.0</controlfield>
    <controlfield tag="008">091130s2009    usa||||       ||| ||eng d</controlfield>
    <datafield tag="040" ind1=" " ind2=" ">
      <subfield code="a">MAP</subfield>
      <subfield code="b">spa</subfield>
      <subfield code="d">MAP</subfield>
    </datafield>
    <datafield tag="084" ind1=" " ind2=" ">
      <subfield code="a">216</subfield>
    </datafield>
    <datafield tag="100" ind1="1" ind2=" ">
      <subfield code="0">MAPA20080064693</subfield>
      <subfield code="a">Carney, Ellen</subfield>
    </datafield>
    <datafield tag="245" ind1="0" ind2="0">
      <subfield code="a">Telecom and networks North American insurance and banking contact center data</subfield>
      <subfield code="c">Ellen Carney</subfield>
    </datafield>
    <datafield tag="260" ind1=" " ind2=" ">
      <subfield code="a">Cambridge</subfield>
      <subfield code="b">Forrester Research</subfield>
      <subfield code="c">2009</subfield>
    </datafield>
    <datafield tag="500" ind1=" " ind2=" ">
      <subfield code="a">From : Enterprise and SMB networks and telecommunications Survey, North America and Europe, Q1 2009</subfield>
    </datafield>
    <datafield tag="520" ind1=" " ind2=" ">
      <subfield code="a">The online channel is more mature in the banking industry than in insurance, and that maturity is reflected in bank plans to reduce the number of contact center seats supported. The need to improve contact center staff productivity is driving the increased investment among surveyed banks, especially in the face of contact center seat decreases. The desire to directly manage contact center staffs among insurers reflects the industrys long-standing thinking about mitigating risk through direct control. Cost control plays into insurer plans to upgrade contact center technology in areas like interactive voice response, computer-telephony integration, and migration to IP-based systems since these upgrades improve productivity and efficiency of both contact center staffs and network and telecom resources</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080590567</subfield>
      <subfield code="a">Empresas de seguros</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080538217</subfield>
      <subfield code="a">Banca</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080594589</subfield>
      <subfield code="a">Análisis comparativo</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080588267</subfield>
      <subfield code="a">Telecomunicaciones</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080612337</subfield>
      <subfield code="a">Redes de comunicaciones</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080566968</subfield>
      <subfield code="a">Productividad</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080558956</subfield>
      <subfield code="a">Interacción</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080568863</subfield>
      <subfield code="a">Estados Unidos</subfield>
    </datafield>
    <datafield tag="710" ind1="2" ind2=" ">
      <subfield code="0">MAPA20080436582</subfield>
      <subfield code="a">Forrester</subfield>
    </datafield>
  </record>
</collection>