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.

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.

This handbook provides an important tool in understanding and dealing with a wide range of management issues in call centres and contact centres.

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.

The 1998 White Paper 'Our competitive future: building the knowledge based economy' (CM 4176 ISBN 0101417624) proposed a ten year programme to enable the UK to close the productivity gap by exploiting the potential benefits of a modern knowledge driven economy. More than six years on, this report is a review of the progress that has been made. The topics covered include: UK performance since 1998; the development of new products, processes and services; science and knowledge research bases; knowledge transfer and exploitation; information and communication technologies, competition from low-cost economies. One of the conclusions is that although the UK's science and knowledge research bases and businesses are collaborating more frequently, the performance in knowledge exploitation has been disappointing and the relative position of the UK against the rest of the G7 has remained unchanged. Another conclusion is that although there is some evidence that outsourcing abroad can be beneficial, the Government should keep the trend under review in case there are strategic loses.

You can go after the job you want…and get it! You can take the job you have…and improve it! You can take any situation you’re in…and make it work for you! Since its release in 1936, How to Win Friends and Influence People has sold more than 30 million copies. Dale Carnegie’s first book is a timeless bestseller, packed with rock-solid advice that has carried thousands of now famous people up the ladder of success in their business and personal lives. As relevant as ever before, Dale Carnegie’s principles endure, and will help you achieve your maximum potential in the complex and competitive modern age. Learn the six ways to make people like you, the twelve ways to win people to your way of thinking, and the nine ways to change people without arousing resentment.

This comprehensive and intelligent guide has been written by top interviewers who have extensive experience within the Customer Services and Call Center sectors. They include model answers to 96 questions and four actual job interview scripts. (Careers/Job Opportunities)