Recruiting and Retaining Call Center Employees (in Action Case Study Series) - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Recruiting and Retaining Call Center Employees (in Action Case Study Series) write by Natalie Petouhoff. This book was released on 2001. Recruiting and Retaining Call Center Employees (in Action Case Study Series) available in PDF, EPUB and Kindle. Call centers are the first touch in the customer pipe-line. Help these people reach their potential and ensure that they contribute to your bottom-line by improving the training, recruiting, and evaluating your call center employee programs. Use the included case studies to see best practices and manage the ROI of your call center programs.
Recruiting and Retaining Call Center Employees (In Action Case Study Series)
Recruiting and Retaining Call Center Employees (In Action Case Study Series) - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Recruiting and Retaining Call Center Employees (In Action Case Study Series) write by Natalie Petouhoff. This book was released on 2023-05-26. Recruiting and Retaining Call Center Employees (In Action Case Study Series) available in PDF, EPUB and Kindle. What's your strategy to remain competitive? Trainers realize that recruiting the right people with the right skills and providing them with great training is key to creating a great business. With the arrival of measurement and return-on-investment calculations for these key business activities comes the realization from business professionals that performance management does make a difference in profits, sales, and customer satisfaction. With a company's need to recruit and keep the best talent, performance management is its best strategy for remaining competitive in the global marketplace in which employees have more choices than ever before. Performance management is used to improve both personal and organizational skills. Recruiting and Retaining Call Center Employees illustrates the various ways employees can reach their potential and thereby contribute to the bottom line, made all the more profitable by creating stronger and more stable companies that can offer higher wages and excellent benefit packages. Combining theory with practical advice on training, recruiting, and evaluating programs, this book provides the trainer with practical models and guides. Plus, cases on process and technology provide a full range of solutions in creating a call center that is well ahead of the competition. ASTD is proud to present the 22nd book in the IN ACTION series: 11 cases that provide numerous examples of performance management programs in diverse applications. One basic premise remains constant in all of the applications: People matter most, and, when they adopt a relationship-based leadership style, the workplace becomes successful. Performance management involves all willing participants creating a learning environment together.
Retaining Your Best Employees (In Action Case Study Series)
Retaining Your Best Employees (In Action Case Study Series) - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Retaining Your Best Employees (In Action Case Study Series) write by Patricia Pulliam Phillips. This book was released on 2023-05-26. Retaining Your Best Employees (In Action Case Study Series) available in PDF, EPUB and Kindle. Keeping and retaining your best, high-performing employees is tough. But here's a resource that helps you take the best retention strategies from other organizations and apply them to your own situation. Explore what others are doing about managing retention, and learn about retention's impact on the individual employee who has chosen to leave or has been forced to leave an organization. This book includes 10 case studies on important topics, such as using recognition to manage retention, reinvigorating a mature company and using an internal degree program to reduce turnover.
In Action
In Action - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook In Action write by Natalie L. Petouhoff. This book was released on 2001. In Action available in PDF, EPUB and Kindle.
Strategies for Retaining Employees for Call Centers
Strategies for Retaining Employees for Call Centers - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Strategies for Retaining Employees for Call Centers write by Kimberly M. Combs. This book was released on 2017-02-13. Strategies for Retaining Employees for Call Centers available in PDF, EPUB and Kindle. Voluntary employee turnover has several adverse consequences for call center managers, including lowered productivity and decreased profitability. The purpose of this descriptive multiple case study was to explore strategies used to reduced voluntary employee turnover among 2 call center managers in the southern United States. These managers had been recommended by the human resource directors of the organizations because of their implementation of strategies to reduce voluntary employee turnover. The conceptual framework for this study was Herzberg's motivation-hygiene theory. Data were collected from semistructured face-to-face interviews and employee handbooks. The data analysis consisted of compiling the data, disassembling the data into common codes, reassembling the data into themes, interpreting the meaning, and reporting the themes. The use of member checking and methodological triangulation increased the trustworthiness of the study. Themes that emerged were job satisfaction, employee compensation, opportunity and advancement, reward and recognition, and employee engagement. Recommendations for action include selecting strategies for reducing voluntary employee turnover and using the strategies to improve the commitment of the workers. The findings from this study may contribute to social change by providing strategies that call center managers can use to reduce voluntary employee turnover, thereby positively improving the standard of living for families, and strengthening community wealth and well-being.
