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Call Centre Training And Development
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Book Synopsis Call Centre Training and Development by : Laurence Carter
Download or read book Call Centre Training and Development written by Laurence Carter and published by AuthorHouse. This book was released on 2012-12-19 with total page 176 pages. Available in PDF, EPUB and Kindle. Book excerpt: The training and development team of an international call centre enterprise is faced with the challenge of creating a global workforce, dedicated to excellent customer service, and high quality operational results that drive business performance. High standards for employee performance must be nurtured in the organisation. The training and development team is responsible for producing and delivering training that can be effectively utilized in different global operational environments, with individuals of different cultural backgrounds. The goal is to train call centre employees who attain the same levels of productivity, quality and compliance across the global organisation. Training initiatives should be developed for effective use throughout the organisation, and should be able to generate the same level of competencies in workforce employees regardless of their location. In a highly competitive market for global call centre operations, training and development teams should be at the forefront of the planning and execution of training programs that generate excellent business results, while ensuring learning transfer in an enriching learning environment. This book is dedicated to reviewing aspects of call centre training and development to showcase what it takes to create a world class, productive and successful call centre training and development program.
Book Synopsis The Call Centre Training Handbook by : John P. Wilson
Download or read book The Call Centre Training Handbook written by John P. Wilson and published by . This book was released on 2009 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: A complete resource for providing learning, training, and development within contact centers. This handbook offers call center managers and trainers information with which to benchmark training and identifies best practice in learning and development.
Book Synopsis Workplace Learning & Development by : Jackie Clifford
Download or read book Workplace Learning & Development written by Jackie Clifford and published by Kogan Page Publishers. This book was released on 2007 with total page 196 pages. Available in PDF, EPUB and Kindle. Book excerpt: Learning and development is essential to organizational success. Training courses were traditionally used as the key method of teaching, but the focus is increasingly shifting to individuals and managers adopting a more flexible approach to learning. Organizations want to ensure that their employees are not just learning new skills, but are using their existing skills to maximum effect. Workplace Learning and Development guides managers and employees through the concept of workplace learning. It identifies the variety of flexible learning strategies and methods, explains how to select the right method for a specific situation, and illustrates how these methods can add value to overall performance. Real-life examples of workplace learning give readers insight into how the process works and how they can use these tools for their specific needs.
Book Synopsis Gower Handbook of Call and Contact Centre Management by : Natalie Calvert
Download or read book Gower Handbook of Call and Contact Centre Management written by Natalie Calvert and published by Routledge. This book was released on 2017-05-15 with total page 368 pages. Available in PDF, EPUB and Kindle. Book excerpt: Call centres and contact centres form an important and rapidly growing part of today's business world. They present a range of management challenges, from strategic decisions about how to develop a customer strategy, business planning, through to detailed considerations of staffing levels and appropriate technology. This new handbook, the first of its kind, provides a unique insight giving expert opinions on how to get the most out of your contact centre operations. Natalie Calvert, a specialist in the field, has brought together a team of 35 experienced practitioners who provide invaluable knowledge, share their experiences and draw on real-life examples to suggest practical solutions on a wide range of topics. This handbook is an indispensible guide and reference for call and contact centre managers, HR specialists and senior executives responsible for marketing, sales or customer services. The handbook is divided into six parts: I The business plan II The people factor III Contact centre technology IV Standards, processes, and outsourcing V Building profitable customer relationships VI The future.
Book Synopsis Learning and Development by : Rosemary Harrison
Download or read book Learning and Development written by Rosemary Harrison and published by CIPD Publishing. This book was released on 2005 with total page 420 pages. Available in PDF, EPUB and Kindle. Book excerpt: This new edition of the leading text on employee development offers a strong strategic perspective on the subject area. It has been designed specifically to cater for the CIPD Professional Standards for the Learning and Development module, as well as for Learning and Development or Employee Development modules on HRM and business degree programmes. Written by the CIPD Chief Examiner for Learning and Development, the text offers comprehensive and balanced theory and practice for CIPD and non-CIPD students alike.
Book Synopsis Learning from Design by : Madelon Evers
Download or read book Learning from Design written by Madelon Evers and published by Eburon Uitgeverij B.V.. This book was released on 2004 with total page 292 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Re-organising Service Work: Call Centres in Germany and Britain by : Karen A. Shire
Download or read book Re-organising Service Work: Call Centres in Germany and Britain written by Karen A. Shire and published by Routledge. This book was released on 2017-09-29 with total page 203 pages. Available in PDF, EPUB and Kindle. Book excerpt: This title was first published in 2002. Call centres are a type of service work that stand at the interface between corporations and consumers. They exemplify more general tendencies present within service work. They also have a particular public image - being associated in the public mind with low skilled and regimented work. This volume presents contributions from British and German management academics and industrial sociologists based on primary research on call centres in both countries. The contributions cover the genesis and development of call centres as a new form of organization, or indeed a new industry; the rationalization and control strategies of organizations that establish call centres; and the nature of service work and service interactions. The findings of this volume challenge the common public image of call centres and finds that call centre employment is in fact very diverse. So, for example, skilled advising and consulting services are often performed over the phone. Along with the sometimes skilled nature of call centre work, work organization and working conditions vary as well. The text also seeks to contrast the British and German experience of call centre work and employment. In Germany clerical work has traditionally been embedded in the specific traditions of co-operative industrial relations that define the German model. Call centres present a strategic challenge to this model, and the expansion of call centres has been at the forefront of changes aimed at making employment more flexible in Germany. This work offers a choice of country cases, which permit a comparison of service employment within both a liberal capitalist and a socially embedded economy.
Book Synopsis Practising Education, Training and Development in South African Organisations by : Melinde Coetzee
Download or read book Practising Education, Training and Development in South African Organisations written by Melinde Coetzee and published by Juta and Company Ltd. This book was released on 2007 with total page 436 pages. Available in PDF, EPUB and Kindle. Book excerpt: The book contains a unique and refreshingly new perspective on education, training and development (ETD) practices in the 21st century workplace context. It moves away from merely revamping known and traditional principles of ETD to providing the reader and student with practical tools and new perspectives on the changing and broadening role of the ETD practitioner in the workplace. It contains new and transformative models, practical applications and guidelines for students and readers on the South African outcomes-based approach to ETD, the profession and practice of ETD, including quality assurance aspects.
Book Synopsis Personnel Practice by : Malcolm Martin
Download or read book Personnel Practice written by Malcolm Martin and published by CIPD Publishing. This book was released on 2002 with total page 292 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is the leading textbook for students taking the CIPD Certificate in Personnel Practice, and has been fully revised and rewritten to take account of the new academic standards that will be taught from September 2002. The CIPD's Certificate in Personnel Practice is the ideal course for all newcomers to the profession.
Author :Great Britain. Parliament. House of Commons. Trade and Industry Committee Publisher :The Stationery Office ISBN 13 :9780215023001 Total Pages :284 pages Book Rating :4.0/5 (23 download)
Book Synopsis Progress Towards the Knowledge Driven Economy by : Great Britain. Parliament. House of Commons. Trade and Industry Committee
Download or read book Progress Towards the Knowledge Driven Economy written by Great Britain. Parliament. House of Commons. Trade and Industry Committee and published by The Stationery Office. This book was released on 2005 with total page 284 pages. Available in PDF, EPUB and Kindle. Book excerpt: The 1998 White Paper 'Our competitive future: building the knowledge based economy' (CM 4176 ISBN 0101417624) proposed a ten year programme to enable the UK to close the productivity gap by exploiting the potential benefits of a modern knowledge driven economy. More than six years on, this report is a review of the progress that has been made. The topics covered include: UK performance since 1998; the development of new products, processes and services; science and knowledge research bases; knowledge transfer and exploitation; information and communication technologies, competition from low-cost economies. One of the conclusions is that although the UK's science and knowledge research bases and businesses are collaborating more frequently, the performance in knowledge exploitation has been disappointing and the relative position of the UK against the rest of the G7 has remained unchanged. Another conclusion is that although there is some evidence that outsourcing abroad can be beneficial, the Government should keep the trend under review in case there are strategic loses.
Book Synopsis The Routledge Handbook of Language and Professional Communication by : Vijay Bhatia
Download or read book The Routledge Handbook of Language and Professional Communication written by Vijay Bhatia and published by Routledge. This book was released on 2014-02-24 with total page 613 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Routledge Handbook of Language and Professional Communication provides a broad coverage of the key areas where language and professional communication intersect and gives a comprehensive account of the field. The four main sections of the Handbook cover: Approaches to Professional Communication Practice Acquisition of Professional Competence Views from the Professions This invaluable reference book incorporates not only an historical view of the field, but also looks to possible future developments. Contributions from international scholars and practitioners, focusing on specific issues, explore the major approaches to professional communication and bring into focus recent research. This is the first handbook of language and professional communication to account for both pedagogic and practitioner perspectives and as such is an essential reference for postgraduate students and those researching and working in the areas of applied linguistics and professional communication.
Book Synopsis The Employee Retention Handbook by : Stephen Taylor
Download or read book The Employee Retention Handbook written by Stephen Taylor and published by CIPD Publishing. This book was released on 2002 with total page 294 pages. Available in PDF, EPUB and Kindle. Book excerpt: Staff turnover is a key issue for HR executives. It costs your organisation money and time. Stephen Taylor looks at the causes of staff turnover and the most effective ways of measuring, costing, predicting and preventing it. With six detailed case studies covering retailers, graduates, engineers, professional services, call centres and the police, this book offers you effective approaches to solve your retention issues.
Book Synopsis The National Skills Development Handbook 2010/11 by :
Download or read book The National Skills Development Handbook 2010/11 written by and published by RainbowSA. This book was released on 2010 with total page 556 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis The Cambridge Guide to Learning English as a Second Language by : Anne Burns
Download or read book The Cambridge Guide to Learning English as a Second Language written by Anne Burns and published by Cambridge University Press. This book was released on 2018-03-15 with total page 365 pages. Available in PDF, EPUB and Kindle. Book excerpt: This volume provides an up-to-date and comprehensive coverage of second language learning. The focus throughout the book is primarily on language learning, but each chapter also discusses the implications for teaching and assessment, thus informing both understanding and practice. The book contains nine sections, which aim to organise and reflect different dimensions of the diverse and complex scope of learning English as a second or additional language. Four themes which permeate the chapters are: learning and learners; learning and language; learning and language development; learning and learning context. The 36 chapters are up-to-date and authoritative, written by experts in the field. The content is accessibly written, with questions for discussion and follow-up reading suggestions provided.
Book Synopsis Winning at Customer Services and Call Centre Job Interviews Including Answers to the Interview Questions by : Annette Lewis
Download or read book Winning at Customer Services and Call Centre Job Interviews Including Answers to the Interview Questions written by Annette Lewis and published by Anson Reed Limited. This book was released on 2006 with total page 230 pages. Available in PDF, EPUB and Kindle. Book excerpt: This comprehensive and intelligent guide has been written by top interviewers who have extensive experience within the Customer Services and Call Center sectors. They include model answers to 96 questions and four actual job interview scripts. (Careers/Job Opportunities)
Book Synopsis The National Skills Development Handbook 2007/8 by :
Download or read book The National Skills Development Handbook 2007/8 written by and published by RainbowSA. This book was released on 200? with total page 171 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Call Centres and Human Resource Management by : S. Deery
Download or read book Call Centres and Human Resource Management written by S. Deery and published by Springer. This book was released on 2003-12-09 with total page 302 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book looks at human resource management in call centres from an international perspective and uses research from leading academics in the field. The characteristics and features of working in a call centre are examined, followed by the effects that this type of work has on employees and their responses to it. It also looks at implications for employers and policy makers.
