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Call Centre Training Handbook A Complete Guide to Learning and Development in Contact Centres

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ISBN-10: 0749450886

ISBN-13: 9780749450885

Edition: 2009 (Handbook (Instructor's))

Authors: John P. Wilson

List price: $49.95
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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.
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Book details

List price: $49.95
Copyright year: 2009
Publisher: Kogan Page, Limited
Publication date: 2/1/2009
Binding: Hardcover
Pages: 336
Size: 6.75" wide x 9.75" long x 1.00" tall
Weight: 1.606
Language: English

John P. Wilson, PhD, is Professor of Psychology at Cleveland State University. An internationally recognized expert on PTSD, he is the past president of the International Society for Traumatic Stress Studies. He is the coeditor of [ital]Assessing Psychological Trauma and PTSD[/ital] (with Terence M. Keane) and [ital]Countertransference in the Treatment of PTSD[/ital] (with Jacob D. Lindy). Matthew J. Friedman, MD, PhD, is Executive Director of the National Center for PTSD, based at the VA Medical Center in White River Junction, Vermont. He is also Professor of Psychiatry and Pharmacology at Dartmouth Medical School. His eight books and more than 100 scientific and clinical publications include [ital]Effective Treatments for PTSD: Practice Guidelines from the International Society for Traumatic Stress Studies[/ital] (coedited with Edna B. Foa and Terence M. Keane). Jacob D. Lindy, MD, is a training and supervising analyst at the Cincinnati Psychoanalytic Institute. For 27 years he has adapted psychoanalytic clinical theory to the special circumstances of the trauma survivor. He is the past president of the International Society for Traumatic Stress Studies and has just completed 5 years as Director of the Cincinnati Psychoanalytic Institute. His publications include [ital]Countertransference in the Treatment of PTSD[/ital] (coedited with John P. Wilson).

List of figures
List of tables
Introduction
The big picture: learning, training and development in contact centres
Structuring learning and development
Skills and competencies
Recruiting, inducting and socializing new employees
Communicating and connecting with the customer
Delivering excellent customer service
Coaching and mentoring
System skills training
Management development in call centres
Developing emotional intelligence and managing stress
Managing international cross-cultural communications
Managing and evaluating performance
References
Index