A training needs analysis for customer service operators in a call centre
The objective of this dissertation is to look at how a needs analysis was carried out for an overseas telecommunications organization, XYZ Telecommunications Ltd, to address its performance gap. In the case of XYZ, it was the need to solve a performance problem that initiated the conduct of this ne...
| Main Author: | |
|---|---|
| Other Authors: | |
| Format: | Thesis |
| Published: |
2008
|
| Subjects: | |
| Online Access: | http://hdl.handle.net/10356/13840 |