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

by John P. Wilson Kogan Page
Pub Date:
12/2008
ISBN:
9780749450885
Format:
Hbk 336 pages
Price:
AU$109.00 NZ$114.78
Product Status: Available in Approx 9 days
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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.
John P Wilson is a researcher and consultant with 40 years' experience in education and training, including teaching from nursery education to PhD supervision. He also has extensive experience working with a range of international organizations including: the armed forces; aviation; civil service; banking; engineering; healthcare; international development; justice; manufacturing; media; nuclear power generation; national pensions and investment; oil; telecommunications and transportation. He currently teaches at the University of Oxford and the University of Sheffield.