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Recruiting And Retaining Call Center Employees In Action Case Study Series
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Book Synopsis Recruiting and Retaining Call Center Employees (in Action Case Study Series) by : Natalie Petouhoff
Download or read book Recruiting and Retaining Call Center Employees (in Action Case Study Series) written by Natalie Petouhoff and published by In Action. This book was released on 2001 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis Recruiting and Retaining Call Center Employees (In Action Case Study Series) by : Natalie Petouhoff
Download or read book Recruiting and Retaining Call Center Employees (In Action Case Study Series) written by Natalie Petouhoff and published by Association for Talent Development. This book was released on 2023-05-26 with total page 234 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Author :Patricia Pulliam Phillips Publisher :Association for Talent Development ISBN 13 :1607289083 Total Pages :195 pages Book Rating :4.6/5 (72 download)
Book Synopsis Retaining Your Best Employees (In Action Case Study Series) by : Patricia Pulliam Phillips
Download or read book Retaining Your Best Employees (In Action Case Study Series) written by Patricia Pulliam Phillips and published by Association for Talent Development. This book was released on 2023-05-26 with total page 195 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book In Action written by Natalie L. Petouhoff and published by . This book was released on 2001 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Strategies for Retaining Employees for Call Centers by : Kimberly M. Combs
Download or read book Strategies for Retaining Employees for Call Centers written by Kimberly M. Combs and published by Createspace Independent Publishing Platform. This book was released on 2017-02-13 with total page 112 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis Report Concerning Significant Actions of the Office of Personnel Management by :
Download or read book Report Concerning Significant Actions of the Office of Personnel Management written by and published by . This book was released on with total page 282 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Call Centers For Dummies by : Real Bergevin
Download or read book Call Centers For Dummies written by Real Bergevin and published by John Wiley & Sons. This book was released on 2010-04-16 with total page 391 pages. Available in PDF, EPUB and Kindle. Book excerpt: Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center. It also helps readers determine whether it's cost-efficient to outsource operations and looks at the changing role and requirements of agents. The ultimate call center guide, now revised and updated The authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations Offers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses With the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line.
Book Synopsis Call Center Recruiting and New-Hire Training by : Brad Cleveland
Download or read book Call Center Recruiting and New-Hire Training written by Brad Cleveland and published by ICMI Press (International Customer Management Institute). This book was released on 2004-07-01 with total page 153 pages. Available in PDF, EPUB and Kindle. Book excerpt: Revised and Updated with New Material! Finding and retaining qualified agents is an endless challenge for call centers. An effective recruiting strategy, combined with a motivating, supportive training program that keeps new-hires charged about their potential with the company, will pay off in lower hiring costs and higher staff retention. Call Center Recruiting and New-Hire Training offers call center managers valuable insights and ideas on: ? Developing retention-oriented recruiting strategies ? How to select the most qualified candidates ? Developing new-hires into successful agents ? Recruiting and training call center supervisors ? Alternative labor pools Each chapter is filled with innovative practices, strategies and best practices from call centers that have successfully put a stop to the revolving door of agent attrition.
Book Synopsis Exploring Retention of United States-based Inbound Call Center Employees by : Cynthia Stamps
Download or read book Exploring Retention of United States-based Inbound Call Center Employees written by Cynthia Stamps and published by . This book was released on 2014 with total page 172 pages. Available in PDF, EPUB and Kindle. Book excerpt: In 2012, the Bureau of Labor Statistics reported that 2.2 million call center jobs existed in the United States with this volume projected to increase by 600 million by 2025. Customer service representatives, the first point of contact with the public, are projected to grow by 46%, yet call center turnover is reported to be as high as 50%. The purpose of this qualitative explanatory case study was to create an understanding of factors that influenced employee retention at an inbound call center environment in the Southwestern United States. The majority of existing research focused on outbound call centers and retention issues. What was not known was specific processes, behaviors, and the type of organizational culture that could lead to best practices for employee retention at a successful inbound call center. Schein's organizational culture theory was used to frame this research. Twenty-three individuals from two groups (17 staff and 6 managers) participated in interviews from a single call center. Six themes emerged from the data analysis: a) family environment, b) employee engagement, c) employee appreciation, d) training and development, e) teamwork, and f) good relationship with supervisor). While all of the six themes did pertain to employee retention choices, three themes were identified by both groups as being highly important: a) family environment, b) training and development, and c) teamwork. The implications and recommendations from this research include the emphasis on best practices in the workplace environment as defined by the six themes that contributed to employee satisfaction and retention.
Book Synopsis Customer Relationship Management by : Jon Anton
Download or read book Customer Relationship Management written by Jon Anton and published by . This book was released on 2002 with total page 276 pages. Available in PDF, EPUB and Kindle. Book excerpt: This work recommends initiatives for improving customer service and managing change, describing methodologies geared toward building relationships through customer-perceived value instruments, monitoring customer relationship indices, and changing the corporate culture and the way people work. Anton is director of benchmark research at Purdue University's Center for Customer-Driven Quality. Petouhoff works in the private sector. Annotation copyrighted by Book News, Inc., Portland, OR.
Book Synopsis Hiring Source Book by : Catherine D. Fyock
Download or read book Hiring Source Book written by Catherine D. Fyock and published by HR Source Book. This book was released on 2004 with total page 236 pages. Available in PDF, EPUB and Kindle. Book excerpt: CD-ROM contains: files to help you use the sample forms described in the book.
Book Synopsis Four Recruitment and Retention Case Scenarios by : Marcia R. Gibson
Download or read book Four Recruitment and Retention Case Scenarios written by Marcia R. Gibson and published by . This book was released on 2016 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: In this series of four case scenarios on recruitment and retention, undergraduate students are presented with business-based scenarios and are asked to consider the staffing requirements for a new project. Students will learn to determine recruitment needs; identify recruitment policies and guidelines; determine a recruitment strategy and develop a communication plan to implement the new recruitment strategy.
Book Synopsis Data Analysis for Business, Economics, and Policy by : Gábor Békés
Download or read book Data Analysis for Business, Economics, and Policy written by Gábor Békés and published by Cambridge University Press. This book was released on 2021-05-06 with total page 742 pages. Available in PDF, EPUB and Kindle. Book excerpt: This textbook provides future data analysts with the tools, methods, and skills needed to answer data-focused, real-life questions; to carry out data analysis; and to visualize and interpret results to support better decisions in business, economics, and public policy. Data wrangling and exploration, regression analysis, machine learning, and causal analysis are comprehensively covered, as well as when, why, and how the methods work, and how they relate to each other. As the most effective way to communicate data analysis, running case studies play a central role in this textbook. Each case starts with an industry-relevant question and answers it by using real-world data and applying the tools and methods covered in the textbook. Learning is then consolidated by 360 practice questions and 120 data exercises. Extensive online resources, including raw and cleaned data and codes for all analysis in Stata, R, and Python, can be found at www.gabors-data-analysis.com.
Book Synopsis Attracting, Recruiting, and Retaining Skilled Staff for Transportation System Operations and Management by : Brian E. Cronin
Download or read book Attracting, Recruiting, and Retaining Skilled Staff for Transportation System Operations and Management written by Brian E. Cronin and published by Transportation Research Board. This book was released on 2012 with total page 163 pages. Available in PDF, EPUB and Kindle. Book excerpt: The purpose of this project was to provide transportation agencies with strategies and resources to meet their needs for attracting, recruiting, and retaining transportation system operations and management (SOM) staff. The research described herein considers the potential supply and demand for SOM skills and staffing; the actions transportation agencies may take to attract, recruit, develop, and retain skilled staff with SOM capabilities; and the tools that are available or may be developed to assist agencies in attracting and recruiting skilled staff in this area. SOM draws on the knowledge of many disciplines including, for example, traffic engineering, intelligent transportation systems, maintenance, emergency response, traffic operations, traffic safety, incident management, performance measurement, and system planning applied in a comprehensive approach to increase the efficiency and safety of the transportation system. SOM encompasses interactions among transportation modes and between the transportation system and other functions such as emergency management, public safety, and outreach. In this report, we provide information regarding the methodology, results, recommended action plans, and potential future research directions in relation to this project.
Download or read book Resources in Education written by and published by . This book was released on 2001 with total page 748 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Creativity, Innovation and Entrepreneurship by : U. Jerinabi
Download or read book Creativity, Innovation and Entrepreneurship written by U. Jerinabi and published by Allied Publishers. This book was released on 2012-11-28 with total page 574 pages. Available in PDF, EPUB and Kindle. Book excerpt: Entrepreneurship and Innovation are the key drivers for generating wealth from knowledge. The readings of this book will indisputably enrich the knowledge on phase of Creative and Innovative Entrepreneurship in India.
Book Synopsis Urban Action Clearinghouse Case Study by :
Download or read book Urban Action Clearinghouse Case Study written by and published by . This book was released on 1968 with total page 282 pages. Available in PDF, EPUB and Kindle. Book excerpt:
