Measuring Training Effectiveness in a Call Center

This case study is to help readers accurately measure call center training effectiveness in a tiered—[PDF Download]

The Design of a Management Development Program

This case provides the rationale and strategy for linking human resource development to organizational—[Download PDF]     

Achieving Future State Training

Duke Power's call center is located in a rapidly growing section of Charlotte, North Carolina, a city that—[PDF Download]

Benchmarking Call Centers

In the past five years, the call center has moved from a back-office cost center to the front line of the—[PDF Download] 

Experiential Learning Via Call Simulations to Improve Customer Service

A primary objective of many call centers is a reduction in customer care representatives' time to achieve—[PDF Download]

Linking HRD to Organizational Strategy: An Introduction

Human resource development (HRD) professionals have long discussed linking HRD with organizational—[Download PDF]

Strategic Planning and Customer Satisfaction: The Ultimate Drivers of Change Management

This case illustrates how bringing the stakeholders into the process from the outset drives change—[Download PDF]      

A Strategic Approach to Retention Improvement

This study demonstrates how a retention improvement program generated an extremely high impact—[Download PDF] 

Encouraging Human Potential: A Career Development Success Story

This case illustrates how a major financial services company developed an internationally recognized—[Download PDF]