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.
Buy Call Centre Training Handbook book by John P. Wilson from Australia's Online Bookstore, Boomerang Books.
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.
» Have you read this book? We'd like to know what you think about it - write a review about Call Centre Training Handbook book by John P. Wilson and you'll earn 50c in Boomerang Bucks loyalty dollars (you must be a member - it's free to sign up!)
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.
Bestselling Books: Our Current Bestsellers | Australia's Hottest 1000 Books | Bestselling Fiction | Bestselling Crime Mysteries and Thrillers | Bestselling Non Fiction Books | Bestselling Sport Books | Bestselling Gardening and Handicrafts Books | Bestselling Biographies | Bestselling Food and Drink | Bestselling History | Bestselling Travel Books | Bestselling School Textbooks & Study Guides | Bestselling Children's General Non-Fiction | Bestselling Young Adult Fiction | Bestselling Children's Fiction | Bestselling Picture Books | Top 100 US Bestsellers
Phone: 1300 36 33 32 (9am-5pm Mon-Fri AEST) - International: +61 2 9960 7998 - Online Form
Address: Boomerang Books, 878 Military Road, Mosman Junction, NSW, 2088
© 2003-2017. All Rights Reserved. Eclipse Commerce Pty Ltd - ACN: 122 110 687 - ABN: 49 122 110 687
For every $20 you spend on books, you will receive $1 in Boomerang Bucks loyalty dollars. You can use your Boomerang Bucks as a credit towards a future purchase from Boomerang Books. Note that you must be a Member (free to sign up) and that conditions do apply.