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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
Personnel Practice
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This is the leading textbook for students taking the CIPD Certificate in Personnel Practice, and has been fully revised and rewritten to take account of the new
Gower Handbook of Call and Contact Centre Management
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Call centres and contact centres form an important and rapidly growing part of today's business world. They present a range of management challenges, from strat
Gower Handbook of Training and Development
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Practising Education, Training and Development in South African Organisations
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The book contains a unique and refreshingly new perspective on education, training and development (ETD) practices in the 21st century workplace context. It mov