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- Firm turns to Web-based training to decrease call center staff turnover
- Call center operations are plagued by high staff turnover. Training can help, but can also hinder operations as it pulls agents off the phone lines. One firm discovered how Web-based training addresses that issue and offers refresher training too.Call center operations are plagued by high staff turnover and even the...
- Tags: Call centers, Real estate, Customer relationship management (CRM), Workforce management, Web-based training, Howard Baldwin, Assurant Group, call-center, agent, training, Knowlagent, staff turnover
- Technical articles 2002-10-07
- Members offer tips for preventing help desk burnout
- Are you an IT support technician who's burnt-out with your current job, or are you a help desk manager trying to keep up your troops' morale? TechRepublic members offer their comments and suggestions to help you deal with help desk burnout.In Response offers a weekly roundup of feedback from TechRepublic...
- Tags: Call centers, Staff Turnover, Bill Detwiler, help desk, help desk burnout
- Technical articles 2000-09-21
Additional Resources
- Department Size?
- I would like to take a straw poll of the community here, as I was wondering if there was a direct correlation between the numbers of staff in the IT department, and the company's turnover.There will be a relationship, obviously, but are the staffing levels roughly consistent in end user...
- Tags: Rogue Leader
- Discussion threads 2006-04-25
- Track turnover in your organization with an employee separation checklist
- Keep track of employee turnover in your organization with a customizable checklist. Turnover is a fact of life in the corporate environment. Keeping tabs on the flow can be simplified with a tools designed for that purpose. The TechRepublic Employee Separation Checklist, available in this free download,...
- Tags: TechRepublic Inc., Turnover, Help Desk, Call Centers, Productivity, It Operations
- Download resources 2000-09-19
- Manage Employees
- Employee turnover is costly in several ways. An individual invests time, money, training, and knowledge in employees, and the person wants to keep them on the staff. While employee retention is not always easy, there are a number of things that a person can do to both streamline the management...
- Tags: Webcast, training, knowledge, worker, Microsoft Corp.
- Webcasts 2006-10-20
- Best place to work in IT
- In yesterday's blog I talked about three IT positions that were listed in the twenty Top Jobs by Money Magazine. Today, I thought I'd pass along the results of Computerworld's Best Places to Work for IT. Companies that were nominated for the distinction "received a 100-question survey asking about their...
- Tags: toni bowers, Job Satisfaction, Company Perks, Company Culture
- Blog posts 2007-06-29
- Download our retention checklist to help reduce IT turnover
- IT workers typically stay with the same company for about four years before moving on. But there are steps you can take to keep your employees on board. Download TechRepublic's retention checklist for a look at how to reduce turnover and increase morale.It’s one of the most surprising facts about...
- Tags: Benefits, Lisa Kiava, Linda Pittenger, information technology, salary
- Technical articles 2001-10-19
- BMC Remedy Knowledge Management: Integrating Knowledge Management and Service Management
- Knowledge management enables managers to harvest knowledge seamlessly within the service management workflow and to be able to deliver it to many different audiences. This white paper reviews how BMC Remedy Knowledge Management delivers a solution that minimizes the need for support executives to ever worry about the related questions...
- Tags: BMC Software Inc., Service Management, Knowledge, Remedy Corp., Knowledge Management, Business Intelligence, Strategy, It Management, Enterprise Software, Software, Data Management, Management, It service Management
- White papers 2005-08-12
- Staff System (zip)
- This product is a professional front end database utility to help businesses with their staff. It incorporates a login system, staff training training, staff communication between staff, a staff rota, staff employee details, staff timesheet, staff supervision, staff complaints, accidents and concerns, job descriptions and attendance etc. This system will...
- Tags: Training, Staff, Workforce Management, Human Resources
- Software downloads 2004-11-09
- HCI Success for John Lewis Partnership With HP and Microsoft
- The John Lewis Partnership is one of the UK's top 10 retail businesses; the Partnership is also the country's largest example of employee co-ownership. Shops must work hard to attract customers when retail sector was becoming, but at the same time staff turnover was high. If the company can keep...
- Tags: Hewlett-Packard Co., Microsoft Corp., John Lewis Partnership, Business Structures, Pricing, Finance, Marketing
- Case studies
- 'Why Do We Bother?': Recruitment and Training in a Call Centre
- Many call centres appear to have rather involved recruitment and training processes and yet, there remains a high level of turnover and burnout reported within the industry. There appears to be a number of paradoxes within the management of the growing call centre sector. This paper considers one of these...
- Tags: Recruitment, Training, Workforce Management, Human Resources
- White papers 2005-02-24
- Contact Center Costs: The Case for Telecommuting Agents
- In any contact center, labor costs are typically the largest annual expense component, exceeding 60% of total operational costs. Traditional high turnover rates, leading to additional costs for new hire training and hidden costs of lower productivity, have amplified the total costs of staffing the contact center on an annual...
- Tags: Contact Center, Call Centers, Telecommuting, Customer Relationship Management (CRM), It Operations, Human Resources, Workforce Management, Enterprise Software, Software
- White papers 2006-07-01
- Growing Old Together: Firm Survival and Employee Turnover
- Labor market outcomes such as turnover and earnings are correlated with employer characteristics, even after controlling for observable differences in worker characteristics. The paper argues that this systematic relationship constitutes strong evidence in favor of models where workers choose how much to invest in future productivity. Because employer characteristics are...
- Tags: Worker
- White papers 2005-04-26
- HOPPE Reduces Manufacturing Costs and Increases Turnover With Integrated ERP Solution
- Enjoying approximately 20% market share, HOPPE is the European market leader in developing, producing, and marketing door and window hardware systems. HOPPE wanted to increase turnover and integrate geographically distributed manufacturing plants to improve operational efficiency. The challenge was to achieve greater control over production processes to reduce manufacturing costs....
- Tags: ERP, HOPPE, Manufacturing
- Case studies
- Uniq streamlines supply chain operations with help from IBM
- Uniq is a chilled convenience food group focused on the value-added sector of the food industry, addressing the growing market for convenience foods in the UK and Europe. It has a turnover of £900m, employs 9,400 staff and has operations across three divisions and 28 manufacturing sites in Europe. The...
- Tags: Supply Chain, Food, IBM Corp., Uniq, Food & Beverage, Manufacturing
- Case studies 2006-06-28
- Prevent help desk burnout (part 1)
- Have you or your employees become burnt out with working the help desk? This can lead to employee turnover—a major help desk problem. In this first part of a series on reducing burnout, Bill Detwiler examines the issue from a personal perspective.Burnout is one of the biggest issues facing help...
- Tags: Call centers, Bill Detwiler, help desk, burnout
- Technical articles 2000-07-25
- Complex Call Center Desktops Freeze Corporate Profits
- Call centers share common goals regarding their agents: reduce turnover, lower agent costs, make training more effective, less costly and more relevant. While the focus is on improving customer satisfaction, action must be taken on the agent desktop environment if gains are to be made in improving customer retention and...
- Tags: Desktop, Agent, Real Estate, Business Operations
- White papers 2005-05-19
- Boiler Company Forecasts Savings of €1.5 Million With Automated Field Service Solution
- Gas boiler manufacturer, e.l.m. leblanc is part of the Bosch Group. It employs 700 people and has an annual turnover of €102 million. Engineers received work details and responded with job information via fax. e.l.m. leblanc was keen to automate manual processes and reduce paperwork for its engineers and office...
- Tags: Job, Microsoft Corp., e-Depanneur Solution, PDAs, Recruitment & Selection, Fax, Microsoft Windows, Handhelds, Operating Systems, Hardware, Human Resources, Workforce Management, Software
- Case studies
- Metro Cash & Carry Cuts Labour Costs, Boosts Customer Service
- In 2002, Metro Cash & Carry, with a ?25 billion turnover and 77,000 employees, began taking a hard look at its employee scheduling and forecasting methodology. In 2002, Metro Cash & Carry, with a ?25 billion turnover and 77,000 employees, began taking a hard look at its employee scheduling and...
- Tags: Customer Service, Forecasting, Sales Force Management, Sales
- Case studies
- WellPoint Achieves Healthy Savings With PeopleSoft HCM
- WellPoint has always focused on growing shareholder value. Seeking to increase its cost-effectiveness without hurting its quality of service, WellPoint recently looked for ways to reduce its administrative costs. WellPoint has successfully upgraded to PeopleSoft 8.3 Human Capital Management with the goal of streamlining and automating HCM processes. This implementation...
- Tags: PeopleSoft Inc., Human Capital Management, WellPoint, Human Capital, Human Resources, Workforce Management
- Case studies
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