Call Centre Training Handbook : A Complete Guide to Learning and Development in Contact Centres
Book Details
Format
Hardback or Cased Book
ISBN-10
0749450886
ISBN-13
9780749450885
Publisher
Kogan Page Ltd
Imprint
Kogan Page Ltd
Country of Manufacture
GB
Country of Publication
GB
Publication Date
Dec 3rd, 2008
Print length
336 Pages
Weight
734 grams
Dimensions
24.60 x 16.30 x 2.90 cms
Product Classification:
Personnel & human resources managementPersonnel and human resources managementCustomer services
Ksh 9,350.00
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The Call Centre Training Handbook provides line managers, trainers and coaches with practical training and measurement techniques for improving call centre and contact centre performance around the world.
<p><i>The Call Centre Training Handbook </i>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.<br><br>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.</p>
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