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The Call Centre Training Handbook: A Complete Guide to Learning & Development in Contact Centres
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Bibliographic Detail
Publisher Kogan Page Ltd
Publication date February 1, 2009
Pages 319
Binding Hardcover
Book category Adult Non-Fiction
ISBN-13 9780749450885
ISBN-10 0749450886
Dimensions 1 by 6.75 by 9.75 in.
Weight 1.62 lbs.
Availability§ Publisher Out of Stock
Published in Great Britain
Original list price $49.95
§As reported by publisher
Summaries and Reviews
Amazon.com description: Product Description:

The Call Centre Training Handbook is a complete resource for providing learning, training and development within contact centers.  Whether for induction or for periodic training, those who train staff will find it a valuable resource.  It also offers call center 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 center 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.



Editions
Hardcover
Book cover for 9780749450885
 
The price comparison is for this edition
from Kogan Page Ltd (February 1, 2009)
9780749450885 | details & prices | 319 pages | 6.75 × 9.75 × 1.00 in. | 1.62 lbs | List price $49.95
About: The Call Centre Training Handbook is a complete resource for providing learning, training and development within contact centers.
Paperback
Book cover for 9780136279020
 
With George Miller (other contributor) | 5th edition from Prentice Hall (November 1, 1997); titled "The Prentice Hall Reader"

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