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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

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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.

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