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.
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.
Download or read book How to Survive Thrive in a Call Centre written by Alison Mathiebe and published by . This book was released on 2011-08-01 with total page 238 pages. Available in PDF, EPUB and Kindle. Book excerpt: How to Survive (& Thrive) in a Call Centre teaches call centre agents to: - Contribute to the call centre's success - Provide outstanding customer service - Increase sales results - Improve their overall performance - Enjoy sustained energy and motivation - Reduce their stress levels - Manage and advance their careers "Alison Mathiebe has written a book that is clear, concise and comes from evident practical experience. It is certain to boost the confidence and success of those just entering (or considering) the profession, and is a great go-to resource for established call centre agents." Brad Cleveland bradcleveland.com/blog Author, Call Center Management on Fast Forward (ICMI Press) "How To Survive (& Thrive) in a Call Centre by Alison Mathiebe is a very welcome contribution which will help call centres to guide, support and inform new and existing call centre staff. In particular, it would prove a useful text to give to all new staff helping them understand and adjust to working in stimulating and sometimes challenging environments. The 24 chapters address the main topics and are short enough to provide bite-size learning for agents and operators. " John P. Wilson author of The Call Centre Training Handbook
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.
Download or read book How To Be a Great Call Center Representative written by Robert W. LUCAS and published by AMACOM Div American Mgmt Assn. This book was released on 2001-05-07 with total page 199 pages. Available in PDF, EPUB and Kindle. Book excerpt: Give your front-line call center staff the training they need! With How to Be a Great Call Center Representative, call-center staff will learn what technology-based customer service is all about, including the history, terminology, legislation, and technology options. This book is designed to supplement and enhance the industry-specific policies and procedures plus local, state, and federal guidelines to which a call center staff must adhere. Filled with exercises and self-assessments, the course presents specific, practical strategies for improving listening skills, building trust with customers, problem solving, and decision-making--all within the context of a busy call center. How to Be a Great Call Center Representative provides all the tools needed to be confident in handling customers and building a foundation for future growth and advancement. Readers will learn how to: • Identify the roles and responsibilities of a call center staff • Prepare yourself to deliver quality service • Learn to communicate successfully • Identify current legislation, terminology, and technology affecting call center staff • Develop skills for building trust • Enhance telephone verbal skills and vocal quality • Build problem solving and decision-making skills • Learn to handle difficult customer situations • Improve your time-management and multitasking skills • Identify ways to control your stress level • Learn to recover from mistakes—yours and your customer’s. This is an ebook version of the AMA Self-Study course. If you want to take the course for credit you need to either purchase a hard copy of the course through amaselfstudy.org or purchase an online version of the course through www.flexstudy.com.
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.
Download or read book Speak Right for a Call Center Job written by Arjun Raina and published by Penguin Books. This book was released on 2004 with total page 304 pages. Available in PDF, EPUB and Kindle. Book excerpt: Speak English right for today's hottest career option. Speak Right for a Call Centre Job! is a complete training guide to developing English speaking skills for anyone who wants to enter the international call centre industry. To speak with customers across the globe, and answer queries satisfactorily, call centre tele-agents need to be clear, prompt and precise with their responses, and speak English correctly, pleasantly and intelligibly. Based on the author's long and varied experience in call centre training, this book provides an easy-to-follow step-by-step programme in building English speaking skills, along with helpful hints on coping with lifestyle changes in a call centre. If you've been wondering how you can pick up the skills required for a call centre job quickly, without enrolling in a training centre and spending a fortune, this book is for you. The key features of the book are: The daily mantra: a few simple exercises to get your speaking skills in order Six easy and well-designed lessons to help you speak English clearly and confidently A quick guide to understanding 'American English' Practice scripts for business-related conversations A quick and fun guide to English grammar and construction A self-aptitude test to perfect your entry level skills.
Download or read book Call Center Training written by Nancy M. Giere and published by American Society for Training and Development. This book was released on 2000-05 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt:
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.
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:
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)
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:
Download or read book People Management written by and published by . This book was released on 2002 with total page 1540 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book UK Directory of Executive Recruitment written by Executive Grapevine International Limited and published by Executive Grapevine Int. Ltd.. This book was released on 2004-07 with total page 379 pages. Available in PDF, EPUB and Kindle. Book excerpt: The UK Directory of Executive Recruitment is a comprehensive source of information on the UK's executive search and selection consultancies.
Download or read book Contact Center Management on Fast Forward written by Brad Cleveland and published by . This book was released on 2019-09-15 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Call Center Retention written by Jacquelyn Holmes Birocci and published by . This book was released on 2022 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: The focus of this study was the theoretical model of work attitudes that customer service representatives have about their jobs, the level of satisfaction they have with training and development, and the relationship of work attitudes and satisfaction with employee retention within U.S.-based software as a service inbound call centers. The purpose of this quantitative correlational research was to investigate if and to what extent work attitudes and satisfaction of training and development had a relationship with employee retention within U.S.-based inbound call centers. A quantitative methodology was used to explore if work attitudes and satisfaction of training and development impact employee retention of customer service representatives in U.S.-based software as a service inbound call centers. The survey instrument used to collect data originated from the Institute for Employment Studies. This survey is an evidence-based questionnaire used by company stakeholders who want to understand their employees’ perceptions and attitudes to better design their human resource strategies and initiatives. The sample for this research study originated from software as a service inbound call center customer service representatives within a benefits administration organization. The key results from this study were that the correlation between the dependent and independent variables was low-moderate and was statistically significant. The study’s conclusion was that there was a statistically significant relationship between employee retention and satisfaction of training and development and employee retention and work attitudes.
Download or read book How to Win Friends and Influence People written by and published by ببلومانيا للنشر والتوزيع. This book was released on 2024-02-17 with total page 304 pages. Available in PDF, EPUB and Kindle. Book excerpt: You can go after the job you want…and get it! You can take the job you have…and improve it! You can take any situation you’re in…and make it work for you! Since its release in 1936, How to Win Friends and Influence People has sold more than 30 million copies. Dale Carnegie’s first book is a timeless bestseller, packed with rock-solid advice that has carried thousands of now famous people up the ladder of success in their business and personal lives. As relevant as ever before, Dale Carnegie’s principles endure, and will help you achieve your maximum potential in the complex and competitive modern age. Learn the six ways to make people like you, the twelve ways to win people to your way of thinking, and the nine ways to change people without arousing resentment.
