ISBN 9780749456832,The Call Centre Training Handbook: A Complete Guide To Learning & Development In Contact Centres

The Call Centre Training Handbook: A Complete Guide To Learning & Development In Contact Centres


John P Wilson


Kogan Page Limited

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ISBN 9780749456832
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ISBN 9780749456832

Kogan Page Limited

Publication Year 2009

ISBN 9780749456832

ISBN-10 0749456833


Number of Pages 336 Pages
Language (English)


The Call Center Training Handbook provides a complete resource for training in contact centres. Based on detailed research and compiled by a team of international experts, it addresses all the key areas of learning and development including:

Recruiting and including new staff
Communicating and connecting with the customer
Dealing with difficult customers
Coaching and mentoring
Developing emotional intelligence to handle stress
Measuring and evaluating performance

Each chapter is supported by international case studies from many business sectors, and examples that illustrate the real-world challenges faced by call centers.

Learning and development are essential ingredients that help to ensure the competitiveness and ongoing success of call and contact centers. With many organizations offering very similar products and services, it is the quality of customer care that distinguishes a top-performing company. Achieving this demands excellent training and development for all front-line employee, team leaders, managers and human resource professionals.

This book supplies the tools necessary to identify and address these challenges, as well as practical techniques for improving the performance of employees. It simplifies the task of engaging staff and raising standards to ensure effective results.