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

John P Wilson

Softcover

ISBN 10: 0749456833 ISBN 13: 9780749456832

Publisher: Kogan Page, 2012

Synopsis

Each chapter is supported by international case studies from many business sectors, and examples that illustrate the real-world challenges faced by call centers. Learning and development are essential ingredients that help to ensure the competitiveness and ongoing success of call and contact centers. 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 employee, 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.

About this title

About the Author

John P Wilson is a consultant with researcher with more than thirty years experience in education and training. He was director of the Leonardo Call Cent re Training and Knowledge Transfer project, researching and developing training materials for call centers. At the University of Sheffield he taught Human Resource Management and developed and directed the United Kingdom s first distance learning Master s degree for Training Managers. He went on to become Continuing Professional Development manager at the University of Oxford. As a specialist in learning he regularly consults with many organizations from SMEs to large multi-nationals, and has published numerous articles on management, training and learning.

About this edition

• Publisher: Kogan Page
• Publication date: 2012
• ISBN 10: 0749456833
• ISBN 13: 9780749456832
• Binding: Paperback
• Number of pages: 336