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The training and development team of an international call centre enterprise is faced with the challenge of creating a global workforce, dedicated to excellent

A complete resource for providing learning, training, and development within contact centers. This handbook offers call center managers and trainers information

Learning and development is essential to organizational success. Training courses were traditionally used as the key method of teaching, but the focus is increa

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