
CALL CENTER EMPLOYEES
To read more about these case studies, click on the links below:
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Achieving Future State Training
By Trina A. Stephens
(ASTD Product Code: 71990360)
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Benchmarking Call Centers
By Jon Anton
(ASTD Product Code: 71990361)
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Employment Testing to Reduce Call Center Employee Turnover
By Anthony J. Adorno and John F. Binning
(ASTD Product Code: 71990354)
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Experiential Learning Via Call Simulations to Improve Customer Service
By Michelle Lavoie
(ASTD Product Code: 71990359)
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Findings From a Study on Selection Criteria for Higher Retention and Increased Productivity
By Jon Anton and Anne G. Nickerson
(ASTD Product Code: 71990364)
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High Touch, High Yield: Creating the Optimal Service Experience for Your Most Profitable Customers
By Reed Engdahl and Jarrett Perdue
(ASTD Product Code: 71990356)
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Measuring Training Effectiveness in a Call Center
By Michael Voellinger
(ASTD Product Code: 71990357)
Performance Evaluations: A Practical Guide and Examples for Call Center Employees
By Tanya Koons and Jonetta Pettway
(ASTD Product Code: 71990355)
The Psychological Impact of Change and Reengineering in a Call Center
By Jon Anton, Julie Kuliopulos, and Natalie L. Petouhoff
(ASTD Product Code: 71990362)
Taking a Holistic Approach to Recruiting, Training, and Retention
By Anne G. Nickerson and Elizabeth A. Ahearn
(ASTD Product Code: 71990363)
Tools to Increase Human Potential and the Bottom Line
By Natalie L. Petouhoff
(ASTD Product Code: 71990353)
Training to Focus on Top Accounts to Increase Sales
By Rich McLafferty
(ASTD Product Code: 71990358)
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