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eviews: Bravo! A tremendous amount of thought and research has gone into this handbook, and it belongs on the desk of any professional serious about improving customer contact services and business results.
Brad Cleveland, President, International Customer Management Institute (ICM)
This book will serve as an invaluable reference source for all managers of call and contact centres globally. In this increasingly competitive market learning and development provide a key advantage for organizations, and here is the ideal guide to making this happen. No one whose job it is to train and encourage call centre employees should be without it.
Colin Mackay, The Customer Contact Association
The importance of training in the fast-moving, ever-changing environment of a call centre should not be underestimated. The industry has long needed a definitive guide on best practice in this essential area. This book is just such a tool, covering everything from induction through to day-to-day coaching in a well-informed, accessible way. Every call centre manager should have it in their office within easy reach.
Claudia Hathway, Editior, CCF and CCFOnline
Description: The Call Centre 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 centres.
Learning and development are essential ingredients that help to ensure the competitiveness and ongoing success of call and contact centres. 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.
Contents: 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
About the Authors: John P Wilson is a consultant with researcher with more than thirty years` experience in education and training. He was director of the Leonardo Call Centre Training and Knowledge Transfer project, researching and developing training materials for call centres. At the University of Sheffield he taught Human Resource Management and developed and directed the United Kingdom`s first distance learning Master`s degree for Training Managers. He went on to become Continuing Professional Development manager at the University of Oxford. As a specialist in learning he regularly consults with many organizations from SMEs to large multi-nationals, and has published numerous articles on management, training and learning.
Target Audience: Customer service representatives, team leaders, managers, coaches and trainers working in call centers.
Special prices are applicable to the authorised sales territory only.
Prices are subject to change without prior notice. ISBN 9780749456832
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Pages : 336
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