{"product_id":"the-call-centre-training-handbook-john-p-wilson-9780749450885","title":"The Call Centre Training Handbook: A Complete Guide to Learning and Development in Contact Centres","description":"\u003cp\u003e\u003ci\u003eThe Call Centre Training Handbook \u003c\/i\u003eis 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. \u003c\/p\u003e\u003cp\u003e\u003c\/p\u003eThe 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.\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAuthor:\u003c\/b\u003e John P. Wilson\u003cbr\u003e\u003cb\u003eISBN-10:\u003c\/b\u003e 0749450886\u003cbr\u003e\u003cb\u003eISBN-13:\u003c\/b\u003e 9780749450885\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e Kogan Page\u003cbr\u003e\u003cb\u003eLanguage:\u003c\/b\u003e English\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 12\/30\/2008\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 336\u003cbr\u003e\u003cb\u003eFormat:\u003c\/b\u003e Hardcover\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 1.40lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 9.30h x 6.50w x 0.90d\u003cbr\u003e\u003cbr\u003e\u003cb\u003eReview Citation(s): \u003c\/b\u003e\u003cbr\u003e\u003ci\u003eReference and Research Bk News\u003c\/i\u003e 05\/01\/2009 pg. 116","brand":"John P. Wilson","offers":[{"title":"Hardcover","offer_id":50546082676991,"sku":"9780749450885","price":69.99,"currency_code":"USD","in_stock":true}],"url":"https:\/\/www.whiterainbookhouse.com\/products\/the-call-centre-training-handbook-john-p-wilson-9780749450885","provider":"WR Book House","version":"1.0","type":"link"}