The Call Centre Training Handbook by John P Wilson Phd

The Call Centre Training Handbook by John P Wilson Phd

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

SKU	Unavailable
ISBN 13	9780749450885
ISBN 10	0749450886
Title	The Call Centre Training Handbook
Author	John P Wilson Phd
Condition	Unavailable
Binding Type	Hardback
Publisher	Kogan Page Ltd
Year published	2008-12-03
Number of pages	336
Cover note	Book picture is for illustrative purposes only, actual binding, cover or edition may vary.