Managing Human Resources In Call Centers
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Call Centres And Human Resource Management
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Author : S. Deery
language : en
Publisher: Springer
Release Date : 2003-12-09
Call Centres And Human Resource Management written by S. Deery and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003-12-09 with Business & Economics categories.
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.
Managing Human Resources In Call Centers
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Author : Nick Garrett
language : en
Publisher:
Release Date : 2002
Managing Human Resources In Call Centers written by Nick Garrett and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002 with Call centers categories.
A practical guide to recognizing and resolving the problems and issues surrounding HR in Call Centers.
Human Resource Management In Call Centres
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Author : David Holman
language : en
Publisher:
Release Date : 2005
Human Resource Management In Call Centres written by David Holman and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005 with Call centers categories.
Call Centres And Human Resource Management
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Author : Stephen Deery (Professor)
language : en
Publisher:
Release Date : 2003
Call Centres And Human Resource Management written by Stephen Deery (Professor) and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003 with categories.
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.
The Next Available Operator
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Author : Mohan Thite
language : en
Publisher: SAGE Publications Pvt. Limited
Release Date : 2009-02-09
The Next Available Operator written by Mohan Thite and has been published by SAGE Publications Pvt. Limited this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-02-09 with Business & Economics categories.
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.
Developments In The Call Centre Industry
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Author : Julia Connell
language : en
Publisher: Routledge
Release Date : 2006-09-27
Developments In The Call Centre Industry written by Julia Connell and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006-09-27 with Business & Economics categories.
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.
How To Measure Human Resource Management
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Author : Jac Fitz-enz
language : en
Publisher: McGraw Hill Professional
Release Date : 2002
How To Measure Human Resource Management written by Jac Fitz-enz and has been published by McGraw Hill Professional this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002 with Business & Economics categories.
Once thought of simply as the place where employee records are kept, today's human resources department has evolved into a manager of human capital. However, HR faces challengesamong them providing necessary services at competitive cost, enhancing productivity, and justifying budgets at a time when outsourcing firms threaten its very existence. Now more than ever, HR needs to position itself as a value-added partner that contributes to the strategic goals of its organization. This Third Edition of a human resources classic is the only book to provide a proven, quantifiable method for accurately measuring the productivity of all major HR functions. How to Measure Human Resources Management is nothing short of a must-have for HR managersa tool that allows you to gauge the effectiveness of your department and communicate with senior management in the quantitative business language they understand. Thoroughly revised, this practical guide offers new chapters that show how to measure: Intellectual capital The effectiveness of the HR Web site: the employee handbook, retirement and benefits information, etc. HR call centers and service centers Now you can accurately measure virtually anything that needs measuring, from a specific task to the way your entire department is organized. You'll see how to support your managerial decisionsfrom how much HR staff is needed to how much to spend on HR serviceswith hard numbers obtained from easy-to-apply formulas and benchmark database examples. Authors Jac Fitz-enz and Barbara Davison expertly demonstrate how you can: Evaluate all your human resources activities and costs, including: staffing, training, HRIS services, employee turnover, employee absence control, and the pay and benefits system Collect data on costs, time, and the quantity and quality of work The book includes another new chapter on employee communicationswhich is at the heart of leading the new employeeas well as expanded coverage of the role of technology, now the driving force in HR management. The authors also offer guidance in linking HR activities to business objectives and, ultimately, to the organization's goals. In addition, they examine the future direction of HR and its likely prospects, problems, and payoffs in the new millennium. Direct, easy-to-follow, and remarkably insightful, How to Measure Human Resources Management is a resource no HR manager can afford to be without. Protect your HR department and prove its value with a measurement system that works Is it cost-effective to add staff in a given area? Does a training program have a positive impact on costs and sales? How can you increase employee satisfaction and also benefit the organization? At a time when human resources managers are under great pressure to accurately measure job performance, defend their budgets against outsourcing, and even justify their own existence, answering questions like these is a necessary yet often difficult challenge. How to Measure Human Resources Management is designed to help HR managers confidently measure all major personnel functions and make tough decisions. From hiring and staffing, to compensation and benefits, to training and development, to employee relations and retention programs and more, you'll see how to better measure and manage overall HR productivity and serviceconfirming your role in giving your company a competitive edge. This completely updated Third Edition of a classic HR text provides a wealth of new information, including: Measuring intellectual capital and Web-based HR systems Connecting compensation to revenues and expenses Keeping management satisfied with the hiring process Assessing the value of outsourcing and call centers Measuring the effect of leadership and management development Understanding the costs of and reasons for absenteeism and turnover Use How to Measure Human Resources Management to show top management in quantitative terms how the HR function contributes to your company's bottom line.
Managing Human Resources In Call Centres
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Author : Nick Garrett
language : en
Publisher: Chandos Publishing
Release Date : 2002
Managing Human Resources In Call Centres written by Nick Garrett and has been published by Chandos Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002 with Call centers categories.
Customer Service Human Capital Management At Selected Public And Private Call Centers Report To The Chairman Subcommittee On Oversight Committee On Ways And Means House Of Representatives
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Author :
language : en
Publisher: DIANE Publishing
Release Date :
Customer Service Human Capital Management At Selected Public And Private Call Centers Report To The Chairman Subcommittee On Oversight Committee On Ways And Means House Of Representatives written by and has been published by DIANE Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on with categories.
Managing The Global Workforce
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Author : Paula Caligiuri
language : en
Publisher: John Wiley & Sons
Release Date : 2010-03-10
Managing The Global Workforce written by Paula Caligiuri and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-03-10 with Business & Economics categories.
Human resource management (HRM) is the strategic and coherent approach to the management of an organization's employees. As the need for effective and top staff rises, Managing the Global Workforce provides the most up to date and topical information on accessing human resource management. Written by Paula Caligiuri, an author recognized as one of the most prolific authors in the field of international business for her work in global careers, this book covers the full range of strategic, comparative, and cross-cultural issues affecting the way a workforce is managed globally.
