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

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.