JavaScript seems to be disabled in your browser.
You must have JavaScript enabled in your browser to utilize the functionality of this website.

Customer Service

Currencies:HKD

Your Language:

Browse Books

Browse Books

Ask the Experts

Home >
Human Resources >
Training >
The Call Centre Training Handbook

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

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

Author: John P Wilson
Publisher: Kogan Page
ISBN: 9780749450885
Published In: December 2008
Format: Hardback , 336 pages
Jurisdiction: International ? Disclaimer:
Countri(es) stated herein are used as reference only

Out of stock

OR

Description
Author

Details

The Call Centre Training Handbook provides line managers, trainers and coaches with practical training and measurement techniques for improving call centre and contact centre performance around the world.

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

John is an independent consultant and researcher with wide experience of change in both the academic and private sectors. His consultancy work includes two years in Sweden working for Volvo, Alpha Laval and a number of educational institutions and four years in an Industrial Training Centre for an oil company in Saudi Arabia.

John previously worked as CPD Manager at the University of Oxford and has also been involved with work based learning at the University of Bradford. For a number of years he worked at the Institute of Lifelong Learning at the University of Sheffield where he was a lecturer in Human Resource Management and Course Director of the MEd in Training and Development.

You may also be interested in these books:


Hong Kong Employment Law Manual: List Price: HKD 14,900.00

HKD 14,453.00 Save HKD 447.00 (3%)


Hong Kong Employment Ordinance: An Annotated Guide: An excellent complement to Hong Kong Employment Law Manual: List Price: HKD 14,900.00

HKD 14,453.00 Save HKD 447.00 (3%)


Hong Kong Employment Law: A Practical Guide, 5th Edition: List Price: HKD 1,500.00

HKD 1,050.00 Save HKD 450.00 (30%)


Individual Income Tax Planning for Expatriates in China, 6th Edition: List Price: HKD 1,280.00

HKD 1,241.60 Save HKD 38.40 (3%)


Armstrong's Handbook of Human Resource Management Practice, 16th Edition: Contact us for Pricing


Wolters Kluwer AI+ China HR: Contact us for Pricing


Add-on Module: Labour Law Practice (Wolters Kluwer AI+ China Law): Contact us for Pricing


CCH iKnowConnect – APAC HR and employment: Contact us for Pricing


International Labour and Employment Compliance Handbook: Contact us for Pricing


Employment Law in China: A Practical Guide: HKD 831.87

“

Ordering from Professional Bookshop is fantastic, quick delivery great products, great customer service Siti L.
This is a great bookstore and have had no problems with them and all my orders have come on time and in good condition. Yang X.
Everything is perfect. Fast delivery. I highly recommend this website to all my friends and colleagues. Thanks Hoi Man L.
So thankful I am receiving all my books, thank you to all for a great service and excellent products Clinton K.
Professional Bookshop is amazing! I've been a loyal customer for over 5 years. Returns are easy to request, book or delivery complaints are taken seriously and the customer service team is friendly and patient. Mick D.
I wanted to informed you that the customer service is excellent. They were so polite and nice. I would continue to buy books from Professional Bookshop. Jingsong C.
Fast and quick service. Easy transaction method, arrived sooner than expected. Excellent packaging and the books received are in perfect condition! Thank you very much! I love the book and its quality. Saori B.
I can order any accounting books from worldwide from Professional Bookshop. Love this website and save my time to search from internet. Lingxiao R.
It is just so easy to find what you are always looking for and sometimes you can even find it up to 80% off what you would in the normal store. Graeme R.
I love shopping on Professional Bookshop! They have a wide range of accounting book with competent prices. Free shipping in Hong Kong is also really handy! Fergus Y.
Professional Bookshop is a great bookstore, I must say. Buying books in Professional Bookshop is so easy, great and reliable. It is highly recommendable. Deborah D.
A great site to shop accounting books and everything and with discountable prices. It’s my first choice whenever i want to shop something. Most trusted site. Zeng Z.
I found the books I needed and at a very low price. I am very happy and will definitely use it in the future Brian W.
I have been using Professional Bookshop for a while now. I am very impressed with customer service and delivery. When I need to have a return it is done very diligently. Olivia L.
Professional Bookshop is my default go to for finding the best prices and reading details of law books before buying. Detailed book description is very helpful. Tracy W.
I've been using Professional Bookshop since 2011 and they actually great, I always received great service and my book arrives on time. Lisa C.

Professional Associations

Partners

Copyright © 2010-2026 Professional Bookshop Ltd. All Rights Reserved