Call Center Optimization PDF Download

Author: Ger Koole
Publisher: Lulu.com
ISBN: 9082017903
Category : Business & Economics
Languages : en
Pages : 159

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Book Description
This book gives an accessible overview of the role and potential of mathematical optimization in call centers. It deals extensively with all aspects of workforce management, but also with topics such as call routing and the scheduling of multiple channels. It does so without going into the mathematics, but by focusing on understanding its consequences. This way the reader will get familiar with workload forecasting, the Erlang formulas, simulation, and so forth, and learn how to improve call center performance using it. The book is primarily meant for call center professionals involved in planning and business analytics, but also call center managers and researchers will find it useful. There is an accompanying website which contains several online calculators.

Author: Thomas P. Bechet
Publisher: AMACOM Div American Mgmt Assn
ISBN: 0814412823
Category : Business & Economics
Languages : en
Pages : 353

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Book Description
Co-published with SHRM. Many organizations understand the benefits of a longer-term approach to staffing: reduced turnover and hiring costs, improved efficiency and morale, and ultimately greater profits. Unfortunately, traditional approaches to strategic staffing are often more effective on paper than in the workplace. Strategic Staffing: Second Edition shows how to identify staffing needs and opportunities through qualitative and quantitative measures, and presents several effective, nontraditional approaches to strategic staffing. Bechet includes factors as diverse as promotions, retirements, "decruiting" (the active management of staff out of an organization), termination, and even retention. Featuring full case studies and dozens of examples, the book is both enlightening and practical. And to help readers create their own staffing plans, the companion site has holds a trove of invaluable tools, including: • PowerPoint(TM) slide presentations • Customizable Excel(TM) spreadsheets * Assessment and evaluation forms • Calculations and analyses • Sample staffing plans, and much more. Integrating a strategic approach to staffing can result in reduced turnover and hiring costs, improved efficiency and morale, and ultimately greater profits. This book is a detailed, process-oriented guide that offers all the tools staffing professionals need.

Author: Ross Sparkman
Publisher: Kogan Page Publishers
ISBN: 0749482028
Category : Business & Economics
Languages : en
Pages : 281

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Book Description
Strategic Workforce Planning is a practical guide to effectively assess, manage and prepare for current and future workforce requirements. It demystifies the often complex and seemingly technical world of strategic workforce planning to explain what it is, why it's necessary and most importantly, how to do it. Packed full of advice and real-world examples, Strategic Workforce Planning is a playbook for workforce planning from beginning to end. It enables HR professionals to answer core business questions including how do I analyze future hiring demand? How do I assess what skills will be required in the future? How should I prioritize investments like training and development? How do I assess the supply of talent around the world? How do I identify the business drivers that impact workforce demand? It also covers the impact of artificial intelligence (AI), automation and machine learning on the global workforce and how to deal with these implications. Whether you're a start-up, small business or a large corporate, this book will show you how to align people strategy with company strategy to ensure your organization maintains its competitive advantage.

Author: Shilling
Publisher: Wolters Kluwer
ISBN: 1454899948
Category : Business & Economics
Languages : en
Pages : 1830

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Book Description
The Complete Guide to Human Resources and the Law will help you navigate complex and potentially costly Human Resources issues. You'll know what to do (and what not to do) to avoid costly mistakes or oversights, confront HR problems - legally and effectively - and understand the rules. The Complete Guide to Human Resources and the Law offers fast, dependable, plain English legal guidance for HR-related situations from ADA accommodation, diversity training, and privacy issues to hiring and termination, employee benefit plans, compensation, and recordkeeping. It brings you the most up-to-date information as well as practical tips and checklists in a well-organized, easy-to-use resource. The 2019 Edition provides new and expanded coverage of issues such as: The Supreme Court held in March 2016 that to prove damages in an Fair Labor Standards Act (FLSA) donning/doffing class action, an expert witness' testimony could be admitted Tyson Foods, Inc. v. Bouaphakeo, 136 S. Ct. 1036 (2016). Executive Order 13706, signed on Labor Day 2015, takes effect in 2017. It requires federal contractors to allow employees to accrue at least one hour of paid sick leave for every 30 hours they work, and unused sick leave can be carried over from year to year. Mid-2016 DOL regulations make millions more white-collar employees eligible for overtime pay, by greatly increasing the salary threshold for the white-collar exemption. Updates on the PATH Act (Protecting Americans From Tax Hikes; Pub. L. No. 114-113. The DOL published the "fiduciary rule" in final form in April 2016, with full compliance scheduled for January 1, 2018. The rule makes it clear that brokers who are paid to offer guidance on retirement accounts and Individual Retirement Arrangements (IRAs) are fiduciaries. In early 2016, the Equal Employment Opportunity Commission (EEOC) announced it would allow charging parties to request copies of the employer's position statement in response to the charge. The Supreme Court ruled that, in constructive discharge timing requirements run from the date the employee gives notice of his or her resignation--not the effective date of the resignation. Certiorari was granted to determine if the Federal Arbitration Act (FAA) preempts consideration of severing provisions for unconscionability. Previous Edition: Complete Guide to Human Resources and the Law, 2018 Edition ISBN 9781454884309

Author: Jason Averbook
Publisher:
ISBN: 9781947341210
Category :
Languages : en
Pages :

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Author: Dan L. Ward
Publisher: AMACOM Div American Mgmt Assn
ISBN: 0814432476
Category : Business & Economics
Languages : en
Pages : 306

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Book Description
In today's highly competitive job market, companies are struggling to find the right people to fill their positions. Learn how to make great hires, realign your workforce, and get your company's profits back on track.

Author: Bryant
Publisher: Wolters Kluwer
ISBN: 1454899921
Category : Business & Economics
Languages : en
Pages : 1290

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Book Description
Complete Guide to Federal and State Garnishment provides much-needed clarity when the federal and state laws appear to conflict. You'll find plain-English explanations of the laws and how they interact, as well as the specific steps you and your staff need to take to respond to the order properly. Numerous detailed examples and mathematical calculations make it easy to apply the law under different scenarios. Written by Amorette Nelson Bryant, who was recently appointed by the Uniform Law Commission as an observer for the Drafting Committee on a Wage Garnishment Act and was a past chair of both the APA GATF Child Support Subcommittee and Garnishment Subcommittee, Complete Guide to Federal and State Garnishment brings the payroll professional up-to-date on the latest federal and state laws and regulations affecting this ever-changing area. It is your one-stop source for answers to critical questions, such as: Does the amount exempt from garnishment change when the minimum wage goes up? How do I determine the wages to which the garnishment applies? If an employee is subject to more than one garnishment, which has priority? Which state's rules do I use when I receive a child support order sent from another state? State or federal law - which applies for creditor garnishment and support? Are there alternatives to remitting withheld child support via EFT/EDI? How do I handle garnishments when employees are paid a draw against salary? Previous Edition: Complete Guide to Federal and State Garnishment, 2018 Edition, ISBN 9781454884255¿

Author: Chris Harris
Publisher: CRC Press
ISBN: 9781563273483
Category : Business & Economics
Languages : en
Pages : 166

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Book Description
Changing an organization from a mass manufacturing environment to a lean environment is significant and affects all levels of the company if the implementation is done correctly. Many times, however, lean implementers become so involved with the nuts and bolts of lean implementation that the "people" side of the business is neglected. Transform your HR Department into an Agent of Change during Lean Implementation. With an HR perspective, veteran consultants Chris Harris and Rick Harris walk readers through a simple, step-by-step proven method for transforming a mass production workforce into a lean thinking one that possesses the necessary skills, training, and attitude to march in a new direction. They explain the role of human resources in a lean-oriented facility, emphasizing systematic training that continues for all employees. They also discuss the value of promoting employees from within a facility to team leader and group leader positions, and the importance of flexibility. This critically acclaimed book includes sample training sessions with explanations. Most of us are now far enough down the path in lean production to realize that the results lie in the details. This short volume presents all of the details you will need to create a frontline workforce and system of direct supervision that can effectively plan, do, reflect, and adjust, as you move your own operations steadily ahead. --James Womack, Chairman, Lean Enterprise Institute

Author: Bonnie Clipper
Publisher: SIGMA Theta Tau International, Center for Nursing Press
ISBN: 9781937554767
Category : Medical
Languages : en
Pages : 152

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Book Description
As a part of the Nurse Manager's Guide series, this how-to guided approach provides strategies and tools to help coach and motivate nurse managers when it comes to communicating with their nurses in order to reduce conflict for each generational cohort of nurses. And ultimately, this will improve organizational performance and patient safety overall.

Author: Mick Marchington
Publisher: Kogan Page Publishers
ISBN: 178966487X
Category : Business & Economics
Languages : en
Pages : 569

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Book Description
A leading textbook in its field, Human Resource Management at Work is a comprehensive guide to the theory and practice of HRM. Aligned to the CIPD Level 7 qualification yet also relevant on non-CIPD accredited HR masters courses, this book covers everything students need to excel in their academic studies and will ensure that they can hit the ground running in a practitioner role after university. Divided into four key parts, the first part of the book covers HRM strategy and the global context, the forces shaping HRM at work and international and comparative HRM. Part Two discusses the role of HR professionals and line managers in the workplace, and how the responsibilities for delivering effective HR vary in a changing world of work, Part Three has expert coverage of the key areas of HR including resourcing and talent management, learning and development (L&D), reward and employment relations. The final part examines the impact that HRM can have on business performance and also outlines the key knowledge and skills required to carry out a business research project. Fully updated through, this seventh edition now has new coverage of diversity and inclusion (D&I), workplace analytics, ethics, wellbeing and precarious work as well as additional coverage of the alignment of HRM with organisational strategy and the integration of different components of HRM. Human Resource Management at Work includes new global case studies, reflective practice activities to encourage critical thinking, exercises to help the consolidation of learning and 'explore further' boxes to encourage wider reading. Online supporting resources include an instructor's manual and lecture slides.