Ulteriori informazioni
Informationen zum Autor John P Wilson teaches at Sheffield University Management School and is a tutor at the University of Oxford. His experience in education and consultancy spans a variety of countries and sectors, including aerospace engineering, banking, law and pharmaceuticals and he has worked with the United Nations Development Programme in Ethiopia and Nigeria. He is a Fellow of the Higher Education Academy and Fellow of the Chartered Institute of Personnel and Development (CIPD). He has written and edited a number of articles and books, including Experiential Learning, International Human Resource Development and The Call Centre Training Handbook , published by Kogan Page. Klappentext The Call Centre Training Handbook is a complete resource for providing learning! training and development within contact centres. Whether it is induction or periodic training! those who train staff will find it an indispensible resource. It also offers call centre 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 centre 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. Zusammenfassung The Call Centre Training Handbook provides line managers! trainers and coaches with practical training and measurement techniques for improving call centre and contact centre performance around the world. Inhaltsverzeichnis 1. The big picture: learning, training and development in contact centresIntroduction; The need for learning and development; Defining a call/contact centre; The development of call/contact centres; Drivers of learning and development; Barriers to learning, training and development; The labour market and employment; The labour market and call centres; Building a positive reputation; Outsourcing and offshoring; Supporting regeneration through training and development; The customer service imperative; Stress; Conclusion2. Structuring learning and developmentIntroduction; Supporting organizational objectives; Customer service and training strategy; Responsibility for training; A deskilled occupation?; A skilled occupation; Content areas and forms of delivery; Marketing and promoting training and development; In-house training or outsourced?; Training duration; Training as motivation; Contact centres as learning organizations; Conclusion3. Skills and competenciesIntroduction; Call centre skills; The range of skills; Qualifications; The e-skills contact centre career and skills framework; Skills and employability; Conclusion4. Recruiting, inducting and socializing new employeesIntroduction; Recruiting and selecting; Qualifications; Attitude; Induction; Socialization; Conclusion5. Communicating and connecting with the customerIntroduction; Theories of communication; Communicating effectively; Sounding right - the aesthetics of spoken language; Spoken communication; Communication skills training; Written communication; Transition from a call centre to a contact centre; Conclusion6. Delivering excellent customer serviceIntroduction; Price versus service; Customer satisfaction; Customizing service through attitude training; Customer service techniques; Understanding customers; Handling abusive customers; Conclusion7. Coaching and mentoringIntroduction; Coaching/mentoring; Stages in the coaching process; Trust; Committing to action; Giving feedback; Types of coaching; Conclusion8. System skills training Christine Cross and Anthony BrennanIntroduction; The learning cycle; Learning styles; Principles of adult learning; The training cycle; Tips fo...
