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About

This video describes the latest research on staff turnover and the special characteristics of call center staff. Learn how staff should be selected, inducted, managed and motivated in an ongoing way.

This program features psychologist Peter Quarry, interviewing

Penny Davis, Human Resource Manager, One 2 One, UK.

Penny Davis is a specialist when it comes to HR and call centres. She is head of HR at T-Mobile after years of experience in HR activities for BT, Cellnet and Chase Manhatten, and head of HR at One 2 One, a mobile network provider in the UK.

Penny did an MSc in Occupational Psychology at the University of London. Her particular areas of interest and research are employee commitment and turnover in call centres.

This is available as part of

Learning a La Carte Series
Set of 80 videos
Learning a La Carte is a comprehensive library of business education programs providing extensive strategies and insights from leading specialists. Featuring discussions between Eve Ash or Peter Quarry and leading international experts, these programs are ideal for learning centres, training session... read more
View details
Topics
Change
Teams
Year of Release
2009
Video Running Time (minutes)
12:00
Featured Talent
Peter Quarry
Product Type
Video
Course ID
LALC75

Handouts

Description
Worksheet

Only preview versions of handouts can be viewed without a license.