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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. ISBN-9780749456832.

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0749450886 Nice condition, no highlighting or markings of any kind inside the books. Good covers subject to prior wear.

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NO EXPEDITED SHIPPING! Brand new item.

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0749450886 BRAND NEW. GIFT QUALITY!

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BRAND NEW FROM THE SAINT BOOKSTORE.

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Sewn binding. Cloth over boards. With dust jacket. 319 p. Contains: Illustrations.

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Hardcover. From an inventory that is 100% brand-new, 100% direct from the publishers' distribution channel. We carry NO pre-owned, NO remaindered. We pack in CARDBOARD to ensure the pristine quality is maintained. (Bubble-wrap alone is NOT sufficient to protect from USPS equipment. ) Guaranteed brand-NEW, protected with CARDBOARD, your satisfaction is guaranteed. BKLUVID: 9780749450885.

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Sewn binding. Cloth over boards. With dust jacket. 319 p. Contains: Illustrations.

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Brand new book.

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