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April 19, 2012

Mahesh N and 1 other person commented on a brief

Optimizing Your Contact Center Through Agent Adherence

Excellent point Michelle. And at the end of the day, we are dealing with People and not Machines. more

Call Center Management

Workforce Management

Workforce Optimization

Oct. 28, 2011

Daniel Bloom and 2 other people answered this question

Can Six Sigma be used as a tool in HR? How?

Stephen I would refer you to Michael George's book Lean Six Sigma for Service. While it is true that the concept was created by Motorola in their manufacturing area, the concepts can be very much applied directly to HR. Many HR professionals run from the ... more

Oct. 26, 2011

alan bishop answered this question

How do you decide which tasks to delegate?

Leaders need to maximize their time spent on Crisis [Important/Urgent] and Quality [Important/Less Urgent].
In terms of delegating projects to the organization you have to consider the type of delegation, is it devolution where the leader has little involvement or controlled delegation where the leader remains ... more

Oct. 26, 2011

alan bishop and 1 other person answered this question

How can one measure the effectiveness of their organization's training program?

Organization training programs should be the result of a developed plan to improve the effectiveness or awareness of an organization to meet some predefined goals. In some cases the measures are very easy to define and test.
For instance recognizing and dealing with harassment in ... more

May 27, 2011

Caty Kobe asked a question

What are your tips for successfully managing a distributed workforce?

Human Resources

Distributed Workforce

Global Leadership

HR Management Talent Management

May 18, 2011

Andria Corso and 6 other people answered this question

What do you do to make sure your new hires hit the ground running and are positioned for success?

Set them up with a 60-90-day acclimation plan so they know exactly what to focus on in those first 2-3 months on the job. This plan should include things such as meeting with key stakeholders and team members, actions they can take to get to ... more

Human Resources

Learning & Development

New Hires

Orientation & On-boarding

1 more topic

Feb. 16, 2011

Richard Piatkowski and 3 other people answered this question

What kind of workforce management system do you use in your contact center?

Take a look at http://www.aspect.com/Pages/Products/Workforce-Optimization.aspx

Customer Service

Sales

Contact Center Performance Management

Contact Centers

Feb. 8, 2011

Mike Power asked a question

As the U.S. continues toward a "knowledge economy" will low skilled jobs be redefined?

General Management

Human Resources

Jobs

Jobs and Recruitement

3 more topics

Dec. 31, 2010

Michael Dortch and 7 other people answered this question

Why should I have to make special exceptions to engage the Gen Y workforce?

As has been suggested in several different ways already, it's incredibly important to avoid the temptation to, as my sainted mother used to say, "cut the garment to suit the cloth." It's the job of every potential hire to deliver value to YOUR business, and ... more

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