A training needs analysis for customer service operators in a call centre

• Main Author: Pang, Mui Nee
• Other Authors: Williams, Michael
• Format: Theses and Dissertations
• Published: 2008
• Subjects: DRNTU::Social sciences::Education::Educational technology::Instructional systems
• Online Access: http://hdl.handle.net/10356/13840
• Institution: Nanyang Technological University

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...