Carolyn Blunt of Real Results Training 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 from Amazon using the link on the right of this page. 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 centre 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 your call centre's staff skills and competencies to deliver maximum performance
• Motivate your call centre team to communicate and connect with the customer
• Ensure your 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 manage stress through emotional intelligence, and shows you how to manage international cross-cultural communications.

Real Results Training Limited, Westbrook House, 122 Hoghton Lane, Preston, PR5 4EH
Telephone 0161 408 2003 Email: hello@real-results.co.uk
Company Number: 5028372 VAT registration number: 884 7128 86