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


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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.

About the Author

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.
Product Details
ISBN: 9780749450885
ISBN-10: 0749450886
Publisher: Kogan Page
Publication Date: February 1st, 2009
Pages: 319
Language: English