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...
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| Format: | Theses and Dissertations |
| Published: |
2008
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| Online Access: | http://hdl.handle.net/10356/13840 |
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| Institution: | Nanyang Technological University |