Milton Public Library

Call centre training and development, Laurence Carter

eng

no index present

non fiction

Call centre training and development

electronic resource

dictionaries

Laurence Carter

The training and development team of an international call center 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 organization. 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 center employees who attain the same levels of productivity, quality and compliance across the global organization. Training initiatives should be developed for effective use throughout the organization, 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 center 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 center training and development to showcase what it takes to create a world class, productive and successful call center training and development program

adult