The Call Centre Training Handbook: A Complete Guide to Learning and Development in Contact Centres (Hardcover) (ISBN-13: 9780749450885)

Vendor: John P. Wilson
Product type: Books
Format: Hardcover
$69.99
$69.99
$69.99
Subtotal: $69.99
WR Book House

The Call Centre Training Handbook: A Complete Guide to Learning and Development in Contact Centres

$69.99

The Call Centre Training Handbook: A Complete Guide to Learning and Development in Contact Centres

$69.99
Format: Hardcover
Description
Description
x

The Call Centre Training Handbook is a complete resource for providing learning, training and development within contact centres. Whether it is induction or periodic training, those who train staff will find it an indispensible resource. It also offers call centre 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 centre 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.

Author: John P. Wilson
ISBN-10: 0749450886
ISBN-13: 9780749450885
Publisher: Kogan Page
Language: English
Published: 12/30/2008
Pages: 336
Format: Hardcover
Weight: 1.40lbs
Size: 9.30h x 6.50w x 0.90d

Review Citation(s):
Reference and Research Bk News 05/01/2009 pg. 116
By John P. Wilson
By John P. Wilson
x
John P Wilson is a consultant and researcher and holds positions at Oxford, Sheffield and Bradford University. He is the editor of Human Resource Development and author of Experiential Learning (both published with Kogan Page). John is Director of the EU Commission project Call Centre Training and Knowledge Transfer.

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