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Author: S. Deery Publisher: Springer ISBN: 0230288804 Category : Business & Economics Languages : en Pages : 302
Book Description
This book looks at human resource management in call centres from an international perspective and uses research from leading academics in the field. The characteristics and features of working in a call centre are examined, followed by the effects that this type of work has on employees and their responses to it. It also looks at implications for employers and policy makers.
Author: S. Deery Publisher: Springer ISBN: 0230288804 Category : Business & Economics Languages : en Pages : 302
Book Description
This book looks at human resource management in call centres from an international perspective and uses research from leading academics in the field. The characteristics and features of working in a call centre are examined, followed by the effects that this type of work has on employees and their responses to it. It also looks at implications for employers and policy makers.
Author: Stephen Deery (Professor) Publisher: ISBN: 9781349511624 Category : Languages : en Pages : 312
Book Description
This book looks at human resource management in call centres from an international perspective and uses research from leading academics in the field. The characteristics and features of working in a call centre are examined, followed by the effects that this type of work has on employees and their responses to it. It also looks at implications for employers and policy makers.
Author: Natalie Petouhoff Publisher: Association for Talent Development ISBN: 1607288702 Category : Business & Economics Languages : en Pages : 234
Book Description
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: Julia Connell Publisher: Routledge ISBN: 1134248814 Category : Business & Economics Languages : en Pages : 237
Book Description
Over the past ten years there has been a massive growth in call centres worldwide. These centres are said to represent the most dynamic growth area in white-collar employment internationally since the mid 1990s. Yet the footloose and global nature of the industry means that jobs will always be susceptible to outsourced operations, ICT developments, public sector subsidization of business restructuring and re-location, and cheaper operations elsewhere. This book conducts a thorough analysis of this modern phenomenon.
Author: Mohan Thite Publisher: SAGE Publications Pvt. Limited ISBN: Category : Business & Economics Languages : en Pages : 336
Book Description
Discusses managing people in the Indian call centre/BPO sector. It features empirical research and conceptual advances, presented by well-known academics and researchers from around the world and captures the voices of key stakeholders. Mohan Thite and Bob Russell, both Griffith University, Brisbane, Australia.
Author: Stephen P. Robbins Publisher: Pearson South Africa ISBN: 9781868910243 Category : Motivation Languages : en Pages : 484
Book Description
This book is the first Southern African edition of Stephen P. Robbins's Organizational Behaviour, the best-selling organisational behaviour textbook worldwide.
Author: Marcos Alonso Rodriguez Publisher: GRIN Verlag ISBN: 3656704767 Category : Psychology Languages : en Pages : 20
Book Description
Seminar paper from the year 2006 in the subject Psychology - Work, Business, Organisation, grade: 68, Aston University, course: Design of Work Environments Ergonomics: H&S - Organizational Psychology, language: English, abstract: Practical case submitted as term paper for the MSc in Work Psychology and Business The UK Call Centre industry has grown by almost 250% since the mid-90s, and it is expected to continue growing (DTI, 2004). By 2007 this industry will employ almost 1 million people in approximately 6,000 call centres (DTI, 2004). The banking and finance services are the business sector that runs the most of the Call Centres in the UK employing more than one quarter of the total call-handlers. This essay is structured as follows; firstly, definitions are given of what constitutes a Call Centre (CC) and what is a call-handler. Later, descriptions of the current working practices and general problems in the CC industry are explained, giving attention to Lloyds TSB CCs (LTSBCC) in particular. The second part of this essay begins with a description of the working practices in the Birmingham LTSBCC (BirmCC), giving special importance to the job design (variety, autonomy, and completeness) and the hygiene factors (Herzberg, 1966). Later a comparison between the BirmCC and other LTSBCCs are carried out in order to highlight the deficits of the BirmCC. Advice is also given regarding ergonomics issues. To conclude, recommendations and steps for their implementation are provided.
Author: John Stredwick Publisher: Routledge ISBN: 0750665343 Category : Business & Economics Languages : en Pages : 497
Book Description
An Introduction to Human Resource Management provides a balanced introduction to the complex world of human resource management. This straightforward and accessible text takes the reader through both practical and theoretical aspects of the subject and is ideal for those studying HRM for the first time. This textbook combines the main theoretical underpinning for the subject area with a large number of practical examples and cases to assist the learning process. It is divided into 12 chapters to provide one topic a week on a modular course, but may be extended into two semesters. A lecturer's supplement accompanies the text. This new edition covers many areas of legislation, especially in the field of equal opportunities, employee rights in flexible working and in employee relations generally. Many new cases and examples of research have been added including rich sources from the international field. The majority of the case studies are real-life cases from published sources or from the author's experience. It has been extensively revised to place a greater emphasis on the role of Human Resources in improving organisational and employee performance. There is a focus on practical research and the book is clear, concise and comprehensive. An Introduction to Human Resource Management is intended for first degree students studying the subject as part of a modular degree course or for students on a foundation degree in Business Studies. It can also be valuable on post-experience courses such as certificate or diploma courses in management studies or as part of the MCI series of qualifications.
Author: S. Deery
Author: S. Deery
Author: 
Author: Stephen Deery (Professor)
Author: Christian Dormann
Author: Natalie Petouhoff
Author: Julia Connell
Author: Mohan Thite
Author: Stephen P. Robbins
Author: Marcos Alonso Rodriguez
Author: John Stredwick