Checkout

Total items: 0

Subtotal excl delivery & tax: £
Menu
Search

The Call Centre Training Handbook

A Complete Guide to Learning and Development in Contact Centres

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.
    Paperback£40.00
EAN: 9780749450885
Edition: 1
Published:
Paperback
Format: 242x163
336 pages
    About the book

About the book

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.

About the authors

John P. Wilson

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.

More about John P. Wilson