The call centre training handbook : (Record no. 55841)

000 -LEADER
fixed length control field 05086cam a2200349 a 4500
001 - CONTROL NUMBER
control field 15371700
003 - CONTROL NUMBER IDENTIFIER
control field CITU
005 - DATE AND TIME OF LATEST TRANSACTION
control field 20210131111247.0
008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION
fixed length control field 080718s2009 enka b 001 0 eng
010 ## - LIBRARY OF CONGRESS CONTROL NUMBER
LC control number 2008031241
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
International Standard Book Number 9780749450885
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
International Standard Book Number 0749450886
035 ## - SYSTEM CONTROL NUMBER
System control number (OCoLC)ocn234260156
035 ## - SYSTEM CONTROL NUMBER
System control number (OCoLC)234260156
040 ## - CATALOGING SOURCE
Original cataloging agency DLC
Transcribing agency DLC
Modifying agency BWKUK
-- BWK
-- BWX
-- YDXCP
-- DLC
050 00 - LIBRARY OF CONGRESS CALL NUMBER
Classification number HE8788
Item number .W55 2009
082 00 - DEWEY DECIMAL CLASSIFICATION NUMBER
Classification number 658.3/1245
Edition number 22
100 1# - MAIN ENTRY--PERSONAL NAME
Personal name Wilson, John P.
Fuller form of name (John Peter),
Dates associated with a name 1955 August 11-
245 14 - TITLE STATEMENT
Title The call centre training handbook :
Remainder of title a complete guide to learning & development in contact centres /
Statement of responsibility, etc. John P. Wilson.
260 ## - PUBLICATION, DISTRIBUTION, ETC.
Place of publication, distribution, etc. London ;
-- Philadelphia :
Name of publisher, distributor, etc. Kogan Page,
Date of publication, distribution, etc. 2009.
300 ## - PHYSICAL DESCRIPTION
Extent xiv, 319 p. :
Other physical details ill. ;
Dimensions 25 cm.
504 ## - BIBLIOGRAPHY, ETC. NOTE
Bibliography, etc. note Includes bibliographical references (p. [302]-312) and index.
505 ## - FORMATTED CONTENTS NOTE
Formatted contents note 1. The big picture: learning, training and development in contact centres<br/><br/>Introduction; The need for learning and development; Defining a call/contact centre; The development of call/contact centres; Drivers of learning and development; Barriers to learning, training and development; The labour market and employment; The labour market and call centres; Building a positive reputation; Outsourcing and offshoring; Supporting regeneration through training and development; The customer service imperative; Stress; Conclusion<br/><br/>2. Structuring learning and development<br/><br/>Introduction; Supporting organizational objectives; Customer service and training strategy; Responsibility for training; A deskilled occupation?; A skilled occupation; Content areas and forms of delivery; Marketing and promoting training and development; In-house training or outsourced?; Training duration; Training as motivation; Contact centres as learning organizations; Conclusion<br/><br/>3. Skills and competencies<br/><br/>Introduction; Call centre skills; The range of skills; Qualifications; The e-skills contact centre career and skills framework; Skills and employability; Conclusion<br/><br/>4. Recruiting, inducting and socializing new employees<br/><br/>Introduction; Recruiting and selecting; Qualifications; Attitude; Induction; Socialization; Conclusion<br/><br/>5. Communicating and connecting with the customer<br/><br/>Introduction; Theories of communication; Communicating effectively; Sounding right – the aesthetics of spoken language; Spoken communication; Communication skills training; Written communication; Transition from a call centre to a contact centre; Conclusion<br/><br/>6. Delivering excellent customer service<br/><br/>Introduction; Price versus service; Customer satisfaction; Customizing service through attitude training; Customer service techniques; Understanding customers; Handling abusive customers; Conclusion<br/><br/>7. Coaching and mentoring<br/><br/>Introduction; Coaching/mentoring; Stages in the coaching process; Trust; Committing to action; Giving feedback; Types of coaching; Conclusion<br/><br/>8. System skills training Christine Cross and Anthony Brennan<br/><br/>Introduction; The learning cycle; Learning styles; Principles of adult learning; The training cycle; Tips for the trainer; Conclusion<br/><br/>9. Management development in call centres Giles McClelland and Robert Hale<br/><br/>Introduction; What is management?; The importance of strong management; Management ability and contemporary issues in call centres; Different types of call centre management qualifications; Management in the learning company; Developing extraordinary management in the learning company; Conclusion<br/><br/>10. Developing emotional intelligence and managing stress<br/><br/>Introduction; Working in call centres; Emotional labour; The development of emotional intelligence; Using emotional intelligence in call centres; Emotional contagion and remaining positive; Handling stress; Transactional analysis; Conclusion<br/><br/>11. Managing international cross-cultural communications Declan Mulkeen, William Resch and Eugene Piccinini, Communicaid<br/><br/>Introduction; Where are we now?; Communication challenges in offshore call centres; Base language challenges; Training solutions; Empathy: the missing 1 per cent; Emotional intelligence; Cultural intelligence; Linguistic competence; Is there a solution?; Conclusion<br/><br/>12. Managing and evaluating performance<br/><br/>Introduction; Performance management; Measuring quantity; Quantity versus quality; The impact of training; Personal development plans; Valuing people and performance; Levels of training evaluation; Monitoring employees; Conclusion<br/><br/><br/>
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element Call centers
General subdivision Employees
-- Training of.
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element Customer services
General subdivision Management.
856 42 - ELECTRONIC LOCATION AND ACCESS
Materials specified Contributor biographical information
Uniform Resource Identifier <a href="http://www.loc.gov/catdir/enhancements/fy0906/2008031241-b.html">http://www.loc.gov/catdir/enhancements/fy0906/2008031241-b.html</a>
856 42 - ELECTRONIC LOCATION AND ACCESS
Materials specified Publisher description
Uniform Resource Identifier <a href="http://www.loc.gov/catdir/enhancements/fy0906/2008031241-d.html">http://www.loc.gov/catdir/enhancements/fy0906/2008031241-d.html</a>
856 41 - ELECTRONIC LOCATION AND ACCESS
Materials specified Table of contents only
Uniform Resource Identifier <a href="http://www.loc.gov/catdir/enhancements/fy0906/2008031241-t.html">http://www.loc.gov/catdir/enhancements/fy0906/2008031241-t.html</a>
906 ## - LOCAL DATA ELEMENT F, LDF (RLIN)
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g y-gencatlg
942 ## - ADDED ENTRY ELEMENTS (KOHA)
Source of classification or shelving scheme
Koha item type BOOK
Holdings
Withdrawn status Lost status Source of classification or shelving scheme Damaged status Not for loan Permanent Location Current Location Shelving location Date acquired Source of acquisition Cost, normal purchase price Inventory number Full call number Barcode Date last seen Price effective from Koha item type
          COLLEGE LIBRARY COLLEGE LIBRARY GENERAL REFERENCE 2013-07-30 ALBASA 3720.00 39492 658.31245 W694 2008 CITU-CL-39492 2021-01-31 2021-01-31 BOOK