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.
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.
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 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.
Bottom-Line Call Center Management
Bottom-Line Call Center Management - 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 Bottom-Line Call Center Management write by David L. Butler. This book was released on 2007-06-01. Bottom-Line Call Center Management available in PDF, EPUB and Kindle. 'Bottom-Line Call Center Management breaks new ground by addressing key skills and techniques in assessing and implementing effective management practices to maximize the human and capital resources at the call center manager's disposal. Drawing on the author's unique data sets and years of research experience in the industry, 'Bottom-Line Call Center Management' helps call center managers evaluate their current status, implement cost-effective changes, and measure results of their changes to ensure a culture of accountability within the call center at all levels increasing the bottom line. The processes include an evaluation of current customer service representatives, defining, delimiting and assessing the labor shed of the center, and exploring the customer service representative's unique skills and leveraging those skills into a unique and dynamic work environment. Likewise, the process also determines the learning skills and competencies necessary to meet and exceed the basic requirements for all call centers. Furthermore, each step has a pre, in-process, and post evaluation to ensure projects are progressing according to plan. Lastly, all evaluations are measured against the bottom line through a return on investment (ROI) model. The framework for this book uses the culture of call centers, defined and lived through the customer service representatives, as the lens to view all processes, measurements, accountability and return on investment. This framework is critical since there has been much emphasis on technology-as-a-solution which treats the employees as a hindrance instead of the enablers of positive change. Likewise, customer service representatives eventually act as strong determinants of success with the call center and thus the bottom line.
Implementing Training Scorecards (In Action Case Study Series)
Implementing Training Scorecards (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 Implementing Training Scorecards (In Action Case Study Series) write by Lynn Schmidt. This book was released on 2023-05-26. Implementing Training Scorecards (In Action Case Study Series) available in PDF, EPUB and Kindle. Employ a structure for establishing, tracking, compiling, and communicating training results. How do you know that your HR or training department has accomplished its objectives? A training scorecard enables you to evaluate your programs subjectively and standardize the tracking process. Implementing Training Scorecards features eight powerful case studies that illustrate how to use and implement training scorecards.
