Using IT to boost call-center performance
<?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>00000nab a2200000 i 4500</leader>
<controlfield tag="001">MAP20071507804</controlfield>
<controlfield tag="003">MAP</controlfield>
<controlfield tag="005">20220911192944.0</controlfield>
<controlfield tag="007">hzruuu---uuuu</controlfield>
<controlfield tag="008">060321s2006 usa|||| | |00010|eng d</controlfield>
<datafield tag="040" ind1=" " ind2=" ">
<subfield code="a">MAP</subfield>
<subfield code="b">spa</subfield>
</datafield>
<datafield tag="084" ind1=" " ind2=" ">
<subfield code="a">922.112.1</subfield>
</datafield>
<datafield tag="100" ind1="1" ind2=" ">
<subfield code="0">MAPA20080271770</subfield>
<subfield code="a">Pietraszek, Wayne E.</subfield>
</datafield>
<datafield tag="245" ind1="1" ind2="0">
<subfield code="a">Using IT to boost call-center performance</subfield>
<subfield code="c">Wayne E. Pietraszek and Adesh Ramchandran</subfield>
</datafield>
<datafield tag="520" ind1="8" ind2=" ">
<subfield code="a">Call centers, making targeted improvements involving more cost- effective technologies, are finally saving money and improving revenues with IT. It's time for executives to take a second look at these technologies</subfield>
</datafield>
<datafield tag="650" ind1=" " ind2="1">
<subfield code="0">MAPA20080561543</subfield>
<subfield code="a">Call centers</subfield>
</datafield>
<datafield tag="650" ind1="1" ind2="1">
<subfield code="0">MAPA20080586546</subfield>
<subfield code="a">Nuevas tecnologías</subfield>
</datafield>
<datafield tag="650" ind1="0" ind2="1">
<subfield code="0">MAPA20080593483</subfield>
<subfield code="a">Servicio al cliente</subfield>
</datafield>
<datafield tag="650" ind1="0" ind2="1">
<subfield code="0">MAPA20080568009</subfield>
<subfield code="a">Automatización</subfield>
</datafield>
<datafield tag="650" ind1="0" ind2="1">
<subfield code="0">MAPA20080607104</subfield>
<subfield code="a">Marketing de servicios</subfield>
</datafield>
<datafield tag="700" ind1="1" ind2=" ">
<subfield code="0">MAPA20080230548</subfield>
<subfield code="a">Ramchandran, Adesh</subfield>
</datafield>
<datafield tag="710" ind1="2" ind2=" ">
<subfield code="0">MAPA20080442569</subfield>
<subfield code="a">McKinsey & Company</subfield>
</datafield>
<datafield tag="773" ind1="0" ind2=" ">
<subfield code="d">New York : Mckinsey & Company</subfield>
<subfield code="g">Marcj 2006 ; [5] p</subfield>
<subfield code="t">The McKinsey Quarterly : web exclusive</subfield>
</datafield>
</record>
</collection>