Product 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.

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Product Details

• Amazon Sales Rank: #271586 in Books
• Published on: 2009-01-03
• Original language: English
• Number of items: 1
• Binding: Hardcover
• 336 pages

From the Back Cover

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the call centre training handbook

a complete guide to learning and development in contact centres

john p wilson

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the call centre training handbook

john p wilson

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“bravo! a tremendous amount of thought and research has gone into this handbook, and it belongs on the desk of any professional serious about improving customer contact services – and business results.”

brad cleveland, president, international customer management institute (icmi)

“this book will serve as an invaluable reference source for all managers of call and contact centres globally. in this increasingly competitive market learning and development provide a key advantage for organizations, and here is the ideal guide to making this happen. no one whose job it is to train and encourage call centre employees should be without it.”

colin mackay, the customer contact association

“the importance of training in the fast-moving, ever-changing environment of a call centre should not be underestimated. the industry has long needed a definitive guide on best

practice in this essential area. this book is just such a tool, covering everything from

induction through to day-to-day coaching in a well-informed, accessible way. every call centre manager should have it in their office within easy reach.”

claudia hathway, editor, ccf and ccfonline

learning and development are essential ingredients that help to ensure the competitiveness and ongoing success of call and contact centres. with many organizations offering very similar products and services, it is the quality of customer care that distinguishes a top-performing company. achieving this demands excellent training and development for all front-line

employees, team leaders, managers and human resource professionals.

this book supplies the tools necessary to identify and address these challenges, as well as practical techniques for improving the performance of employees. it simplifies the task of

engaging staff and raising standards to ensure effective results.

isbn: 978-0-7494-5088-5

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training /

human resource development

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kogan page

120 pentonville road

london n1 9jn

united kingdom

www.koganpage.com

kogan page us

525 south 4th street, #241

philadelphia pa 19147

usa

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the call centre training handbook provides a complete resource for training in contact

centres. based on detailed research

About the Author
John P Wilson is a consultant and researcher and holds positions at Oxford, Sheffield and Bradford University. He is the editor of Human Resource Development and author of Experiential Learning (both published with Kogan Page). John is Director of the EU Commission project Call Centre Training and Knowledge Transfer.