Title The call and contact centre trainer as change agent / Steve Shellabear

Published London : Henry Stewart Talks, 2009

Online access available from: HSTalks Business & Management Collection    View Resource Record

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Description 1 online resource (1 streaming video file (38 min.) : color, sound) Series Contact center management : how to succeed in today's dynamic environment, 2056-4570 Henry Stewart talks. Business & management collection. Contact center management Contents Contents: The role of the change agent -- The business case -- Time taken to become competent -- Nature of the work and management style -- Staff desensitized to change and its effects -- Remuneration -- Using the training cycle -- Resistance to change -- The coping cycle -- What you do as a trainer Notes Animated audio-visual presentation with synchronized narration Title from title frames Restricted Access restricted to subscribers Notes Mode of access: World Wide Web Subject Call center agents. Call centers -- Management. Employees -- Training of. Form Streaming video

Other Titles Call and contact center trainer as change agent

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