| The Call Centre Training Handbook: A Complete Guide to Learning and Development in Contact Centres Contributor(s): Wilson, John P. (Author) |
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ISBN: 0749450886 ISBN-13: 9780749450885 Publisher: Kogan Page OUR PRICE: $66.49 Product Type: Hardcover - Other Formats Published: December 2008 Annotation: "The Call Centre Training Handbook" is a complete resource for providing learning, training and development within contact centers. Whether for induction or for periodic training, those who train staff will find it a valuable resource. It also offers call center managers and trainers information with which to benchmark training and identifies best practice in learning and development. The book addresses the key areas of training call center staff including: quality of customer service, dealing with difficult customers, outsourcing and offshore training, and measuring and evaluating performance. International case studies provide the reader with practical examples of real-life training, while sample exercises and models supply the tools to deliver effective learning. |
| Additional Information |
| BISAC Categories: - Business & Economics | Training - Business & Economics | Human Resources & Personnel Management - Business & Economics | Customer Relations |
| Dewey: 658.312 |
| LCCN: 2008031241 |
| Physical Information: 0.9" H x 6.5" W x 9.3" (1.40 lbs) 336 pages |
| Descriptions, Reviews, Etc. |
| Publisher Description: The Call Centre Training Handbook is a complete resource for providing learning, training and development within contact centers. Whether for induction or for periodic training, those who train staff will find it a valuable resource. It also offers call center managers and trainers information with which to benchmark training and identifies best practice in learning and development. The book addresses the key areas of training call center staff including: quality of customer service, dealing with difficult customers, outsourcing and offshore training, and measuring and evaluating performance. International case studies provide the reader with practical examples of real-life training, while sample exercises and models supply the tools to deliver effective learning. |
Contributor Bio(s): Wilson, John P.: - John P. Wilson is a consultant and researcher who holds positions at Oxford, Sheffield and Bradford Universities, UK. He is the editor of Human Resource Development and author of Experiential Learning (both published by Kogan Page). |