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Videoconferencing for the Real World by John Rhodes

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Appendix A: Case Studies and a Research Summary

 

Case Study 1: Corporate Customer Service Training Program

Organization

USWEST Media Group Shared Technologies

USWEST Dex Client Services

Program Directors

Peggy Kaye, USWEST Media Group Shared Technologies

Mark Mongar, USWEST Dex Client Services

History

The Client Services and Shared Technologies entities were one group until they were separated in a reorganization. Both provide information services systems support to USWEST Dex and USWEST Media Group internal customers. Shared Technologies provides the network and its management. Client Services provides and maintains the hardware and software. ...

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