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

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

About this title

About the Author:

John P. Wilson is a consultant and researcher and holds positions at Oxford, Sheffield and Bradford Universities, UK.  He is the editor of Human Resource Development and author of Experiential Learning (both published by Kogan Page).  He is also Director of the EU Commission project Call Centre Training and Knowledge Transfer.

About this edition

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