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Book synopsis

"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.

Book details

Book category Books in English Economics, finance, business & management Business & management Management & management techniques

• Full title: Call Centre Training Handbook
• Subtitle: A Complete Guide to Learning and Development in Contact Centres
• Author: John P. Wilson
• Language: English
• Binding: Hardback
• Number of pages: 336
• EAN: 9780749450885
• ISBN: 0749450886
• ID: 04675225
• Publisher: Kogan Page Ltd
• Weight: 734 g
• Dimensions: 246 × 163 × 29 mm
• Date of publishing: 03. December 2008

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