The call and contact centre trainer as change agent [electronic resource] / Steve Shellabear.
Material type:
FilmSeries: Henry Stewart talksBusiness & management collection. Contact center management: Publisher: London : Henry Stewart Talks, 2009Description: 1 online resource (1 streaming video file (38 min.) : color, sound)Other title: Call and contact center trainer as change agentSubject(s): Call center agents | Call centers -- Management | Employees -- Training ofOnline resources: Click here to access online | Series Animated audio-visual presentation with synchronized narration.
Title from title frames.
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.
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Mode of access: World Wide Web.