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

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

Description

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.

Product details

EAN/ISBN:
9780749450885
Edition:
Illustrated
Format:
Illustriert
Medium:
Bound edition
Number of pages:
338
Publication date:
2009-02-01
Publisher:
Kogan Page
EAN/ISBN:
9780749450885
Edition:
Illustrated
Format:
Illustriert
Medium:
Bound edition
Number of pages:
338
Publication date:
2009-02-01
Publisher:
Kogan Page

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