Recruiting and Retaining Call Center Employees (In Action Case Study Series)
eBook - PDF

Recruiting and Retaining Call Center Employees (In Action Case Study Series)

  1. 240 pages
  2. English
  3. PDF
  4. Available on iOS & Android
eBook - PDF

Recruiting and Retaining Call Center Employees (In Action Case Study Series)

About this book

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.

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Yes, you can access Recruiting and Retaining Call Center Employees (In Action Case Study Series) by Natalie Petouhoff in PDF and/or ePUB format, as well as other popular books in Business & Human Resource Management. We have over one million books available in our catalogue for you to explore.

Table of contents

  1. Recruiting and Retaining Call Center Employees
  2. Copyright
  3. Contents
  4. Introduction to the In Action Series
  5. Preface
  6. How to Use This Casebook
  7. Chapter 1: Tools to Increase Human Potential and the Bottom Line
  8. Chapter 2: Employment Testing to Reduce Call Center Employee Turnover
  9. Chapter 3: Performance Evaluations: A Practical Guide and Examples for Call Center Employees
  10. Chapter 4: High Tech, High Yield: Creating the Optimal Service Experience for Your Most Profitable Customers
  11. Chapter 5: Measuring Training Effectiveness in a Call Center
  12. Chapter 6: Training to Focus on Top Accounts to Increase Sales
  13. Chapter 7: Experiential Learning Via Call Simulations to Improve Customer Service
  14. Chapter 8: Achieving Future State Training
  15. Chapter 9: Benchmarking Call Centers
  16. Chapter 10: The Psychological Impact of Change and Reengineering in a Call Center
  17. Chapter 11: Taking a Holistic Approach to Recruiting, Training, and Retention
  18. Chapter 12: Findings From a Study on Selection Criteria for Higher Retention and Increased Productivity
  19. About the Editor
  20. About the Series Editor