Edition 117 - November 2006

NEED HR HELP?
What information do you want to see to help you address your HR and recruitment questions or future workforce challenges for 2007? We'll research and bring you the latest thinking, tools or knowledge to help you address your human capital issues.

DEVELOPING BETTER AGENTS 
With call centre agents being the first point of contactwith customers, any efforts devoted to developing better agents are always worthwhile. The first step is to getrecruitment right and from there ensure that agents have the training, the support and the technology they need.

MANAGING EQUALITY IN THE WORKPLACE 
When equal pay was awarded to women in 1969, probably mostpeople would have guessed that by 2006, equality in theworkforce would be a non-issue. Not so. Today there are lawsagainst numerous forms of discrimination and managers needto be vigilant.

PROFILE: SONIA DANIELEWSKI, BUPA AUSTRALIA 
After completing a Bachelor of Science degree in Anatomy and Physiology in 2002, Sonia Danielewski worked within the hospitality industry as a Functions Co-ordinator and Manager.  In 2003, she joined BUPA Australia and moved into her current role as Team Leader of the General Insurance Team.