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.
Published: December 2008, Hardback
Practical book providing clear guidelines on diversity issues and on designing diversity training. Techniques to bring about attiduinal change are included and advice on dealing with workplace racism,…
Published: October 2008, Paperback
Bridging the Culture Gap is a practical guide to international business communication. The more national boundaries a company crosses, the greater the scope for misunderstanding and conflict, especially…
Published: July 2008, Paperback