... successful companies. © Emerald Group Publishing Limited 2014 Training Retention Young people Customer service Apprenticeships Qualifications A company with an 18-year history of hiring apprentices for administrative and accounting roles believes that the scheme helps to provide...

... and AMEC employees to set locations in order to attend courses is not economically viable. Project management Training Customer service Value analysis 20|20 helped Magnox to provide detailed evidence to demonstrate that the company had in place a structured body of project-management...

... experience is personalized and social. Social implications It highlights the value of social learning in a large organization that is placing increasing emphasis on good customer service. Originality/value This paper provides the inside story of the adoption of a new learning system...

... Technology Mobile learning Social collaboration Customer service Training Learning Development Customer service management Customer needs have changed in a number of ways. Some of the challenges this presents are not unique to Skillsoft in any way. Expectations are certainly much higher than...

... jobs – often marked by poor working conditions and high employee turnover – can be transformed into attractive careers for the long term. Originality/value The paper gives the inside story of a training program that is transforming customer service and bringing significant commercial...

... that they then train their direct reports – and run train‐the‐trainer events with NKD facilitators. Social implications It stresses the importance of training in improving customer service, employee morale and company profits. Originality/value The paper gives the inside story...

... coaching training to help them to support their engineers through coaching on and off the job and to sustain the behaviors learned on the program.” © Emerald Group Publishing Limited 2013 Customer service Training Customer relationships Engineers Organizational change Customer service...

...G.J. Lee © Emerald Group Publishing Limited 2012 --> Customer service High-performance human resource management Organization size Training Article Type: Abstracts From: Human Resource Management International Digest, Volume 20, Issue 7 Lee G.J...

... Purpose It is the aim of this article to describe how Welsh Water improved customer service partly by using technology to provide agile working at its contact centers and ensure its 600 agents are optimally employed. Design/methodology/approach The article provides the background...

... what staff think about working for the organization, apply for live vacancies and register an interest in working for Konica Minolta in the future. Practical implications The paper highlights the importance of good customer service at Konica Minolta. Social implications...

... Purpose Describes how OpenText, an international enterprise‐software company, wanted to align its expanding European business under a common framework, following a period of rapid growth, and so chose more than 100 employees to go through workshops focused on sales and customer service...

... if labor did not turnover so quickly. Human resource management Training Customer service Many major industries continue to feel the effect of the prevailing economic uncertainty. But tourism, hospitality and leisure is one sector showing signs of being able to buck this unwelcome trend...

... staff deliver good customer service, which in turn generates greater profits. Social implications Highlights the social value of employing young apprentices at a time when youth unemployment is at record levels. Originality/value Considers how apprentices can inject enthusiasm...

... they took and the results they have achieved. Findings It is found that improvements in customer service have resulted from the X‐Factor training for travel‐agency employees, and the food‐safety training for employees of the food‐retailing business. Practical implications The paper...

... Purpose The article's aim is to describe award‐winning training that helped to transform customer service at food and beverage retailer SSP (UK). Design/methodology/approach The reasons for the training, the form it took and the results it has achieved are explained...

... at each of the skills needed for an agent to perform well in each of the inbound‐sales, outbound‐sales and customer‐service teams. Those skills that crossed over every team were included in the list to be covered in the workshops. Those that were specific to individual teams were addressed separately...

...S. Nauman © Emerald Group Publishing Limited 2011 --> Customer service Project management Empowerment Article Type: Abstracts From: Human Resource Management International Digest, Volume 19, Issue 2 Nauman S., Khan A.M. and Ehsan N. International Journal...

...C. Churchard © Emerald Group Publishing Limited 2010 --> Turnarounds Human resource management Organizational structure Corporate culture Customer service Pace Electronics industry Article Type: Abstracts From: Human Resource Management International Digest, Volume...

.../value Contends that an important training challenge is not how happy the students are at the end of the workshop, but how the business gains as a result of the training. Training evaluation Customer service Manufacturing systems Quality Organizational change It is a familiar...

... --> Call centres Homeworking Customer service Purpose advises on how to manage customer service staff when they work from home. Design/methodology/approach indicates the advantages of enabling call centre staff to work from home. Discusses the technology that enables this to happen but underlines...