{"product_id":"9780749450885","title":"The Call Centre Training Handbook: A Complete Guide to Learning and Development in Contact Centres","description":"\u003cp\u003e\u003ci\u003eThe Call Centre Training Handbook\u003c\/i\u003e 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.\u003c\/p\u003e\u003cp\u003eThe 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 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.\u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e","brand":"Kogan Page, Ltd.","offers":[{"title":"Default Title","offer_id":47018728521968,"sku":"9780749450885","price":49.95,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/9780749450885_p0.jpg?v=1763641763","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9780749450885","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}