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The Call Centre Training Handbook 在线电子书 pdf 下载 txt下载 epub 下载 mobi 下载 2024

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John P. Wilson 作者

Kogan Page

译者

2009-02-28 出版日期

319 页数

USD 49.95 价格

Hardcover

丛书系列

9780749450885 图书编码

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发表于2024-09-18

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The Call Centre Training Handbook 在线电子书 epub 下载 mobi 下载 pdf 下载 txt 下载 2024

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"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.

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