The Call Centre Training Handbook
A Complete Guide to Learning and Development in Contact Centres
By (author) John P. Wilson
Call Centre Training Handbook by John P. Wilson
Book 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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Book DetailsISBN: 9780749450885
(242mm x 163mm x 28mm)
Imprint: Kogan Page Ltd
Publisher: Kogan Page Ltd
Publish Date: 3-Dec-2008
Country of Publication: United Kingdom
Books By Author John P. Wilson
Experiential Learning, Paperback (August 2013)
Enables educators, trainers, coaches and facilitators to unleash some of the more potent ingredients of learning through experience. This title presents a simple model: the Learning Combination Lock, which illustrates the range of factors that can be altered to enhance the learning experience.
International Human Resource Development, Paperback (October 2012)» View all books by John P. Wilson
Suitable for professional trainers, this title provides both thought-provoking questions and stimulating answers to the key factors in HR development. It also provides core information needed by professional students.
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Author Biography - John P. Wilson
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.
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