did-you-know? rent-now

Rent More, Save More! Use code: ECRENTAL

did-you-know? rent-now

Rent More, Save More! Use code: ECRENTAL

5% off 1 book, 7% off 2 books, 10% off 3+ books

9780749450885

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

by
  • ISBN13:

    9780749450885

  • ISBN10:

    0749450886

  • Format: Hardcover
  • Copyright: 2009-02-01
  • Publisher: Kogan Page Ltd

Note: Supplemental materials are not guaranteed with Rental or Used book purchases.

Purchase Benefits

List Price: $49.95 Save up to $16.24
  • Rent Book $33.71
    Add to Cart Free Shipping Icon Free Shipping

    TERM
    PRICE
    DUE
    USUALLY SHIPS IN 3-5 BUSINESS DAYS
    *This item is part of an exclusive publisher rental program and requires an additional convenience fee. This fee will be reflected in the shopping cart.

How To: Textbook Rental

Looking to rent a book? Rent The Call Centre Training Handbook: A Complete Guide to Learning & Development in Contact Centres [ISBN: 9780749450885] for the semester, quarter, and short term or search our site for other textbooks by Wilson, John P.. Renting a textbook can save you up to 90% from the cost of buying.

Summary

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.

Author Biography

John P. Wilson is a consultant and researcher and holds positions at Oxford, Sheffield and Bradford Universities, UK.  He is the editor of Human Resource Development and author of Experiential Learning (both published by Kogan Page).  He is also Director of the EU Commission project Call Centre Training and Knowledge Transfer.

Table of Contents

List of figures
List of tables
Introductionp. 1
The big picture: learning, training and development in contact centresp. 4
Structuring learning and developmentp. 28
Skills and competenciesp. 51
Recruiting, inducting and socializing new employeesp. 74
Communicating and connecting with the customerp. 93
Delivering excellent customer servicep. 126
Coaching and mentoringp. 155
System skills trainingp. 177
Management development in call centresp. 202
Developing emotional intelligence and managing stressp. 228
Managing international cross-cultural communicationsp. 256
Managing and evaluating performancep. 279
Referencesp. 302
Indexp. 313
Table of Contents provided by Blackwell. All Rights Reserved.

Supplemental Materials

What is included with this book?

The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.

The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.

Rewards Program