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Leadership Development and Reducing…

Employee turnover is one of the most annoying things in business. It means you've got to take the time to go through the hiring process again, hope that you find the right candidate, and train them hoping that they'll get up to speed as quickly as the person that left the position. Employee turnover results in lost time and money, and in some situations, can mean that your other employees may start feeling the brunt of having to pick up the slack for the person that's gone which can create a nasty cycle. That is where actionable ideas on employee retention come into play. There are a lot of reasons for turnover, and in any company, they can differ. Sometimes those in leadership roles are unable to do anything about it, but other times, actions by leadership can make a world of difference. Leadership development is one such area. Employees and Money One of the first things that some management professional think about when it comes to employee turnover is money. Data scientists have found that while pay is important, it's not the top predictor of employee satisfaction. Things that are important include the values and culture of the company in addition to what type of leadership and future opportunities are available to employees. Leaders that tap into the potential of their employees beyond just the skill they need to..

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Virtual is a Reality

If your firm offers customer service, inside sales, or help desk assistance you undoubtedly staff a call center. Should you, for financial, recruitment, safety, insurance or real estate reasons, want to seriously consider going virtual (remote call center staffing) you have two options. You can go it alone, sending some of your call center staff home, overseeing the transition and the supervision in-house. Or, to expand your current staff, you can look to virtual call center firms. These agencies are fast becoming an attractive alternative to your spending time finding, training, supervising and paying your newly-virtual staff. How do you decide which alternative is the most attractive – affordable, efficient, effective? Jack Heacock, virtual call center/telework consultant with the Heacock Group and Vice President of the Telework Coalition, is an expert on this issue. He is past president of the International Telework Association and Council and board member of Call Center Magazine. His background includes many years as a call center administrator. “There are a number of factors involved in setting up your own virtual call center,” Heacock advised: “ IT, Human Resources, pay, replacement of broken parts, termination of a virtual employee, employee relocation and so forth.” Heacock noted several points your management team should discuss: How much money are you going to invest up front? How do you take HR people used to face-to-face interviews and training and..

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