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

Wilson, John P.

Hardcover

ISBN 10: 0749450886 ISBN 13: 9780749450885

Publisher: Kogan Page, 2008

Synopsis

<p><i>The Call Centre Training Handbook </i>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.<br><br>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.</p>

About this title

About the Author

<p><b>John P Wilson</b> teaches at Sheffield University Management School and is a tutor at the University of Oxford. His experience in education and consultancy spans a variety of countries and sectors, including aerospace engineering, banking, law and pharmaceuticals and he has worked with the United Nations Development Programme in Ethiopia and Nigeria. <br><br>He is a Fellow of the Higher Education Academy and Fellow of the Chartered Institute of Personnel and Development (CIPD). He has written and edited a number of articles and books, including <i><b>Experiential Learning, International Human Resource Development</b></i> and <b><i>The Call Centre Training Handbook</i></b>, published by Kogan Page.</p>

Edition details

• Publisher: Kogan Page
• Publication date: 2008
• Language: English
• ISBN 10: 0749450886
• ISBN 13: 9780749450885
• Binding: Hardcover
• Edition number: 1
• Number of pages: 336