Call Centre Training And Development

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Call Centre Training And Development

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Author : Laurence Carter
language : en
Publisher: AuthorHouse
Release Date : 2012-12-19

Call Centre Training And Development written by Laurence Carter and has been published by AuthorHouse this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-12-19 with Education categories.

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.

The Call Centre Training Handbook

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Author : John P. Wilson
language : en
Publisher:
Release Date : 2009

The Call Centre Training Handbook written by John P. Wilson and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009 with BUSINESS & ECONOMICS categories.

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.

Workplace Learning Development

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Author : Jackie Clifford
language : en
Publisher: Kogan Page Publishers
Release Date : 2007

Workplace Learning Development written by Jackie Clifford and has been published by Kogan Page Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007 with Business & Economics categories.

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.

Call Centres And Human Resource Management

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Author : S. Deery
language : en
Publisher: Springer
Release Date : 2003-12-09

Call Centres And Human Resource Management written by S. Deery and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003-12-09 with Business & Economics categories.

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.

Learning From Design

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Author : Madelon Evers
language : en
Publisher: Eburon Uitgeverij B.V.
Release Date : 2004

Learning From Design written by Madelon Evers and has been published by Eburon Uitgeverij B.V. this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004 with Engineering design categories.

Learning And Development

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Author : Rosemary Harrison
language : en
Publisher: CIPD Publishing
Release Date : 2005

Learning And Development written by Rosemary Harrison and has been published by CIPD Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005 with Business & Economics categories.

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.

Re Organising Service Work Call Centres In Germany And Britain

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Author : Karen A. Shire
language : en
Publisher: Routledge
Release Date : 2017-09-29

Re Organising Service Work Call Centres In Germany And Britain written by Karen A. Shire and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-09-29 with Social Science categories.

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.

Personnel Practice

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Author : Malcolm Martin
language : en
Publisher: CIPD Publishing
Release Date : 2002

Personnel Practice written by Malcolm Martin and has been published by CIPD Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002 with Business & Economics categories.

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.

Human Resource Development

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Author : John P. Wilson
language : en
Publisher: Kogan Page Publishers
Release Date : 2005

Human Resource Development written by John P. Wilson and has been published by Kogan Page Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005 with Business & Economics categories.

"The book will provide both thought-provoking questions and stimulating answers to the key factors in HR development today." IT Training Human Resource Development is the ideal handbook for all professional trainers and provides core information needed by all professional students of this subject. This new second edition has been fully updated and revised, with the inclusion of three new chapters making this the most topical book in this field: *Design, Development and Application of E-learning; *Knowledge Management & Transfer; *Human & Intellectual Capital. Clearly structured with detailed sections covering each aspect of the training cycle, the book also includes sections on: *The Role of Learning Training and Development in Organisations *Learning and Competitive Strategy * The Identification of Learning, Training and Development Needs * The Planning and Designing of Learning, Training and Development *Delivering Learning, Training and Development *Assessment and Evaluation of Learning, Training and development *Managing the Human Resource Development Function Co-ordinated and edited by Dr John P. Wilson, individual contributors include Professor Geoff Chivers, Professor of Continuing Education, Sheffield University, Joan Keogh OBE and Colin Beard both senior lecturers, Sheffield Hallam University, Alan Cattall, University of Bradford plus many more leading academics in the field of Human Resource Development.

Gower Handbook Of Call And Contact Centre Management

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Author : Natalie Calvert
language : en
Publisher: Routledge
Release Date : 2017-05-15

Gower Handbook Of Call And Contact Centre Management written by Natalie Calvert and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-05-15 with Business & Economics categories.

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.