The Call Centre Training Handbook: A Complete Guide to

The Call Centre Training Handbook: A Complete Guide to Learning and Development in Contact Centres
- Used Book in Good Condition
The Call Centre Training Handbook is a complete resource for providing learning, training and development within contact centers.Â WhetherÂ for induction orÂ for periodic training, those who train staff will find it a valuableÂ resource.Â It also offers call center 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 center staff including: quality of customer service, dealing with difficult customers, outsourcing and offshore training, and measuring and evaluating performance.Â 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.
Country USA
Brand Kogan Page
Manufacturer Kogan Page
Binding Hardcover
ItemPartNumber Illustrations
ReleaseDate 2008-12-30
UnitCount 1
Format Illustrated
EANs 9780749450885

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