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

Wilson Ph.D., John P.

 
9780749450885: The Call Centre Training Handbook: A Complete Guide to Learning & Development in Contact Centres
Couverture rigide
ISBN 10 : 0749450886 ISBN 13 : 9780749450885
Editeur : Kogan Page Ltd, 2008

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.

Les informations fournies dans la section « Synopsis » peuvent faire référence à une autre édition de ce titre.

À propos de l?auteur

John P Wilson teaches at Sheffield University Management School and is a tutor at the University of Oxford. His experience in education and consultancy spans a variety of countries and sectors, including aerospace engineering, banking, law and pharmaceuticals and he has worked with the United Nations Development Programme in Ethiopia and Nigeria.

He is a Fellow of the Higher Education Academy and Fellow of the Chartered Institute of Personnel and Development (CIPD). He has written and edited a number of articles and books, including Experiential Learning, International Human Resource Development and The Call Centre Training Handbook, published by Kogan Page.

Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.

Éditeur
Kogan Page Ltd
Date d'édition
2008
Langue
anglais
ISBN 10 
0749450886
ISBN 13 
9780749450885
Reliure
Relié
Nombre de pages
336
Coordonnées du fabricant
non disponible
Personne responsable
gpsr@libri.de
gpsr@libri.de

Friedensallee 273
Hamburg
22763
Allemagne

Autres éditions populaires du même titre

9780749456832: The Call Centre Training Handbook: A Complete Guide to Learning & Development in Contact Centres

Edition présentée

ISBN 10 :  0749456833 ISBN 13 :  9780749456832
Couverture souple