The call centre training handbook : a complete guide to learning & development in contact centres

Select an Action

Title:

Author:

Wilson, John P. (John Peter), 1955 August 11-

ISBN:

9780749450885

Personal Author:

Wilson, John P. (John Peter), 1955 August 11-

Publication Information:

London ; Philadelphia : Kogan Page, 2009.

Physical Description:

xiv, 319 pages : illustrations ; 25 cm

Contents:

The big picture : learning, training and development in contact centres -- Structuring learning and development -- Skills and competencies -- Recruiting, inducting and socializing new employees -- Communicating and connecting with the customer -- Delivering excellent customer service -- Coaching and mentoring -- System skills training -- Management development in call centres -- Developing emotional intelligence and managing stress -- Managing international cross-cultural communications -- Managing and evaluating performance.

Abstract:

"The Call Centre Training Handbook provides a complete resource for training in contact centres. Based on detailed research and compiled by a team of international experts, it addresses all the key areas of learning and development. Each chapter is supported by international case studies from many business sectors, and examples that illustrate the real-world challenges faced by call-centres."--Jacket.

Subject Term:

Call centers -- Employees -- Training of.

Customer services -- Management.

Call Center.

Electronic Access:

Table of contents http://catdir.loc.gov/catdir/enhancements/fy0906/2008031241-t.html
Contributor biographical information http://catdir.loc.gov/catdir/enhancements/fy0906/2008031241-b.html
Publisher description http://catdir.loc.gov/catdir/enhancements/fy0906/2008031241-d.html

Copies:

Available:*

Library	Material Type	Item Barcode	Shelf Number	Copy	Status
Searching... 1:IIESDN	1:GEN-BOOK	000008743	658.3124 WIL	1	Searching... Unknown

Bound With These Titles

On Order

Summary

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.