Note: Supplemental materials are not guaranteed with Rental or Used book purchases.
Purchase Benefits
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.
List of figures | |
List of tables | |
Introduction | p. 1 |
The big picture: learning, training and development in contact centres | p. 4 |
Structuring learning and development | p. 28 |
Skills and competencies | p. 51 |
Recruiting, inducting and socializing new employees | p. 74 |
Communicating and connecting with the customer | p. 93 |
Delivering excellent customer service | p. 126 |
Coaching and mentoring | p. 155 |
System skills training | p. 177 |
Management development in call centres | p. 202 |
Developing emotional intelligence and managing stress | p. 228 |
Managing international cross-cultural communications | p. 256 |
Managing and evaluating performance | p. 279 |
References | p. 302 |
Index | p. 313 |
Table of Contents provided by Blackwell. All Rights Reserved. |
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.