Description

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.

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

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£49.99

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Hardback by John P. Wilson

2 in stock

Short Description:

The Call Centre Training Handbook is a complete resource for providing learning, training and development within contact centres. Whether it... Read more

    Publisher: Kogan Page Ltd
    Publication Date: 03/12/2008
    ISBN13: 9780749450885, 978-0749450885
    ISBN10: 0749450886

    Number of Pages: 336

    Non Fiction , Business, Finance & Law

    Description

    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.

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