Kategoria BISAC: Business & Economics >> Training

The Call Centre Training Handbook is a complete resource for providing learning, training and development within contact centers. Whether for induction or for periodic training, those who train staff will find it a valuable resource. It also offers call center 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 center staff including: quality of customer service, dealing with difficult customers, outsourcing and offshore training, and measuring and...

The Theory and Practice of Training, now in its 6th edition, provides a wide-ranging outline of the major instructional and training concepts and their relationship to training in practice. The authors have expanded on information relating to the training environment, equipment, and strategies, as well as new material on cognitive task analysis (CTA).

With real-life case studies to illustrate the theory, this engaging and practical book is valuable to those who want to put their training experience into a coherent context, as well as to managers who need to understand...

This is a new age for both workers and companies. Organizations have attempted to downsize, reengineer, or restructure their way to greatness only to find that such dramatic change efforts fail to produce real long-term economic growth. In the process, these changes have wreaked havoc on the jobs, careers, and lives of employees everywhere. Yet, there are some workers and companies breaking new ground in finding successful alternatives to employee displacement and downsizing--in organizations that have discovered new and creative ways to link employee development and job creation with...

• Express themselves in a straightforward way3/4without offending others
• Stand their ground, tactfully even in the face of...

Tales for Trainers is an introduction to using stories, anecdotes and metaphors to give training programs more impact. Beginning by setting the use of stories in learning on a sound theoretical footing, the book goes on to include sample stories that trainers can read aloud to groups. The author provides 50 tales that will immediately help trainers, managers, educators and coaches to reinforce key messages and stimulate fresh thinking. Proven to work in a variety of training environments the stories themselves range from ones written specifically by the author to carefully selected...

Taking an international and comparative perspective, this book focuses on the relationship between industrial training and technological change in three major global economies - the UK, USA and Japan. The contributors, an international group of leading researchers, look at the origins and development of training in these countries, and analyse the benefits resulting from the interaction of a skilled workforce and technological change. This analysis of training in major industrial nations reveals the full complexity of the relationship between labour and technological change. It shows the...