CALL CENTER EMPLOYEES

To read more about these case studies, click on the links below:

• Achieving Future State Training
  By Trina A. Stephens
  (ASTD Product Code: 71990360)
• Benchmarking Call Centers
  By Jon Anton
  (ASTD Product Code: 71990361)
• Employment Testing to Reduce Call Center Employee Turnover
  By Anthony J. Adorno and John F. Binning
  (ASTD Product Code: 71990354)
• Experiential Learning Via Call Simulations to Improve Customer Service
  By Michelle Lavoie
  (ASTD Product Code: 71990359)
• Findings From a Study on Selection Criteria for Higher Retention and Increased Productivity
  By Jon Anton and Anne G. Nickerson
  (ASTD Product Code: 71990364)
• High Touch, High Yield: Creating the Optimal Service Experience for Your Most Profitable Customers
  By Reed Engdahl and Jarrett Perdue
  (ASTD Product Code: 71990356)

• 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)