Edition 122 - February 2007

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UNIQUENESS OF MANAGING A CALL CENTRE
It is too easy to say that managing a call centre is unique. In fact, call centres share many similarities with traditional production plants. But the importance of the people, in terms of the percentage of the budget devoted to staffing, is where call centres really stand out.

THE TRAINING THAT MANAGERS NEED
Training in all organisations is important, and in all good companies training is given due attention for the workforce in general. However, training for managers – both new managers and the not so new – can easily be neglected. The best place to start is with a professionally completed Training Needs Analysis.

PROFILE: COLIN FERGUSON, AUSTRALIAN AIR EXPRESS
Colin Ferguson is a loyal employee of Australian Air Express, having worked with them for over 13 years.   As Call Centre Manager, he enjoys watching his staff develop and achieve a high quality level of service, whilst dealing with what he sees as the biggest issue in the industry - absenteeism.

HRO HUB
HRO Hub - an interactive forum where HR and people managers can pose a question and access information/tools in relation to Human Resource Outsourcing solutions.

KELLY GLOBAL WORKFORCE SURVEY - RESULTS RELEASED
The latest results released - Australian workers convinced that the internet boosts productivity but are alarmed at time-wasting emails.