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

Author: Natalie Petouhoff

Publisher: Association for Talent Development

Published: 2023-05-26

Total Pages: 234

ISBN-13: 1607288702

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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.

Assessment Centres and Global Talent Management
Assessment Centres and Global Talent Management

Author: George C. Thornton Iii

Publisher: CRC Press

Published: 2016-04-08

Total Pages: 659

ISBN-13: 1317177878

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Globalization, innovation, market share, identifying visionary leaders and, particularly, talent management ...are just some of the issues that benefit from using assessment and development centres. Assessment Centres and Global Talent Management focuses on topics that influence the design of the assessment centre in terms of the competencies being assessed, the exercises that are used and the nature of the event, so that they can deliver what is required; often to change organizational culture and values. Practical examples and case studies are sprinkled throughout the book as international contributors explore cross-cultural implications, and consider how the design, development and use of assessment centres should be adapted to different cultures. Some of the world's leading researchers and practitioners outline their research into new applications for assessment centre methods, showing how they have used it to design and implement specific assessment and development centres. This is a book from which practitioners can see how science informs good practice, and scholars will find the 32 chapters a rich source of ideas for conducting research into emerging issues in the field.

Assessment Center Perspectives for Talent Management Strategies
Assessment Center Perspectives for Talent Management Strategies

Author: George C. Thornton III

Publisher: Routledge

Published: 2014-11-27

Total Pages: 341

ISBN-13: 1317597818

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Written by three leading scholars with vast experience in the science and practice of assessment centers (ACs), this is the first volume to comprehensively integrate variations of the assessment center method with alternative talent management strategies. A useful reference guide, it examines the many ways in which organizations can apply the assessment center method to achieve their talent management goals. It provides balanced and in-depth coverage of theory, research, and practice pertaining to the dimension-, task-, and multifaceted-perspectives on the AC method. Ideal for researchers, practitioners, and students alike, and well suited for courses in testing and measurement, personnel selection, HR planning and staffing, training and development, and organizational change, Assessment Center Perspectives for Talent Management Strategies is a complete and up-to-date account of the assessment center method.

A PREPARATION GUIDE FOR THE ASSESSMENT CENTER METHOD
A PREPARATION GUIDE FOR THE ASSESSMENT CENTER METHOD

Author: Tina Lewis Rowe

Publisher: Charles C Thomas Publisher

Published: 2013-09-01

Total Pages: 331

ISBN-13: 0398087520

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This updated and expanded edition continues to provide the concepts and methods that have helped officers of all ranks be successful in local, county, state, and federal law enforcement promotional processes. The book’s unique perspective provides insights not found elsewhere and presents them in an informative, entertaining, and encouraging way. Every section–from the history of the process to thought-structuring aids that are easy to remember and use–contains principles, concepts, and practical application guidelines that will increase assessment scores and improve job effectiveness after promotion. New chapters to this edition include Video in Your Assessment Center, Putting the Process All Together, Command-Level and Executive Assessment Centers, and A Close-up Look at Role-Play. The text is extensively researched, contains real-life testing scenarios, and is based on established supervisory and managerial concepts, plus valid testing and performance techniques.

Assessment Centres
Assessment Centres

Author: Nitin Sawardekar

Publisher: SAGE Publications Pvt. Limited

Published: 2002-12

Total Pages: 190

ISBN-13:

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Recognised as an extremely important tool by knowledge-driven organisations, assessment centres are based on a mix of techniques and are used to measure the qualities, competencies and personality traits of people working in an organisation./-//-/This comprehensive and well-written primer takes the reader through the entire process of establishing assessment centres in an organisation. After describing what an assessment centre is and briefly outlining its origin and development, the author goes on to discuss: /-/- the decision-making process in implementing assessment centres in an organisation; /-/- how assessment centres measure and evaluate competencies; /-/- the design of assessment centres; /-/- the training of assessors; /-/- the actual conduct of the assessment centre; and, finally, /-/- the follow-up to assessment centres in an organisation.

The Assessment Center as Instrument for Staff Selection. Components and Accomplishments
The Assessment Center as Instrument for Staff Selection. Components and Accomplishments

Author: Vivien Wika

Publisher: GRIN Verlag

Published: 2020-03-06

Total Pages: 28

ISBN-13: 3346126455

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Seminar paper from the year 2013 in the subject Leadership and Human Resources - Recruiting, grade: 1,3, Hamburg University of Applied Sciences, language: English, abstract: This essay examines the process of staff selection by using an Assement Center as a tool to select the expedient staff for the job and company. Its components and accomlishments gain centre stage within the context of this essay. The staff selection wasn't observed for a long time in the Human Recourse Management, but nowadays the selection of staff and especially the process and possible methods of staff selection play a major role. Each company selects its staff in a different way. There are many methods which can be used. The selection of a suitable method is depending on the position to be filled and what priorities the company has. The Assessment Center is a method of staff selection and has its origin in the military field. Nowadays, the Assessment Center is mainly used to select executives, but also to develop staff. The strengths and weaknesses of each participant are revealed by the Assessment Center, because of its extensive and diverse nature. The Assessment Center offers a number of benefits, but it is also one of the most expensive methods of staff selection, as it is enforced for 1-3 days and many observers are involved. Nevertheless the Assessment Center provides a high accuracy and thus saves a lot of costs that can occur when a company has made a wrong decision in relation to the staff selection, especially in the selection of an executive. There are many ways how Assessment Centers can be realized in context of staff selection, because there are a lot of exercises from which the company can choose and which can be distributed on the selected days. Based upon the research question that has been postulated before, a definition and description of staff selection will be given in chapter two. Furthermore conventional instruments for staff selection such as the analysis of application documents, interviews,tests, biographical questionnaires and graphological reports will be covered. Thereafter, the AC including a definition and description, origin, areas of application, advantages and disadvantages will be addressed in chapter three. Afterwards, the process of staff selection within the AC including preparation, realization and the result will be approached. In the conclusion a summary of the findings, a critical acclaim and an outlook will be given.