Carolyn Blunt of Real Results has contributed to two chapters in The Call Centre Training Handbook: A Complete Guide to Learning and Development in Contact Centres by John P. Wilson (Kogan Page). In this book we discuss two case studies of training we have designed and delivered; one for customer service training with United Utilities and one for government funded pre-employment training in the North West contact centre industry. You can order a copy of the book online. On the Amazon page you will find more information about The Call Centre Training Handbook including the facility to flick through 18 pages of content from the book. The Call Centre Training Handbook provides line managers, trainers and coaches with practical training and measurement techniques for improving call centre and contact centre performance around the world. The Call Centre Training Handbook provides all you need to ensure that your contact teams are properly trained, managed and motivated to deliver the results you want. Containing over 300 pages of practical guidance and advice, this thorough training manual shows you how to: * Structure your training courses so the work for the particular issues facing your own business. * Analyse you call centre's staff skills and competencies to deliver maximum performance. * Motivate your call centre team to communicate and connect with the customer. * Ensure you operators deliver excellent customer service over the phone. The Call Centre Training Handbook also gives tried and tested advice for managing teams too. It reviews the different call centre management qualifications, shows how to understand and mange stress through emotional intelligence, and shows you how to manage international cross-culteral communications. Packed with insight, techniques call centre staff evaluation methods, and useful case studies, The Call Centre Training Handbook is essential reading for anyone tasked with managing and improving results of a call centre - irrespective of whether the call centre is dealing with inbound CRM or outbound selling. Real Results Training offers services in all areas of people training and development and is recognised as a leader in Call Centre Training. Get one step ahead of everyone else and call now on 0845 094 7717 for a free information pack. You can also subscribe to our free Member's area to download resources free of charge.
Real Results Training was established in Manchester in 2003 by Carolyn Blunt to provide high quality, tailored training consultancy services. In the first two years a small but repeat client base got…
