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This book looks at Human Resource Management in call centers from an international perspective using research from leading academics in the field. The characteristics and features of working in a call center are examined by the effects that this type of work has on employees and their responses to it. It also looks at implications for employers and policy makers.
Over the past ten years there has been a massive growth in call centres worldwide. These centres are said to represent the most dynamic growth area in white-collar employment internationally since the mid 1990s. Yet the footloose and global nature of the industry means that jobs will always be susceptible to outsourced operations, ICT developments, public sector subsidization of business restructuring and re-location, and cheaper operations elsewhere. This book conducts a thorough analysis of this modern phenomenon.
Effective Human Resource Management is the Center for Effective Organizations' (CEO) sixth report of a fifteen-year study of HR management in today's organizations. The only long-term analysis of its kind, this book compares the findings from CEO's earlier studies to new data collected in 2010. Edward E. Lawler III and John W. Boudreau measure how HR management is changing, paying particular attention to what creates a successful HR function—one that contributes to a strategic partnership and overall organizational effectiveness. Moreover, the book identifies best practices in areas such as the design of the HR organization and HR metrics. It clearly points out how the HR function can and should change to meet the future demands of a global and dynamic labor market. For the first time, the study features comparisons between U.S.-based firms and companies in China, Canada, Australia, the United Kingdom, and other European countries. With this new analysis, organizations can measure their HR organization against a worldwide sample, assessing their positioning in the global marketplace, while creating an international standard for HR management.
This book looks at human resource management in call centres from an international perspective and uses research from leading academics in the field. The characteristics and features of working in a call centre are examined, followed by the effects that this type of work has on employees and their responses to it. It also looks at implications for employers and policy makers.
Written by authorities on the call center industry, this book brings to light the strategic importance of call centers in today's business world. As interactions with customers move away from person-to-person the call center is becoming a vital force for corporate marketing and communication.
Managing Technology and Middle- and Low-Skilled Employees explores the rapidly changing use of digital and systems innovations in the management of specific sectors of the workforce in the modern workplace across different industrial contexts.
This important new collection provides not only a comprehensive overview of how organizational interventions can improve health and well-being in the workplace - addressing its causes rather than the symptoms - but also the practical issues faced in their design, implementation and evaluation. Drawing on a range of case studies and empirical investigations, it is the first book to seriously examine each element of the intervention process, and to recognize the individual, group, leader and organizational factors that researchers should consider. The authors describe the various challenges to such collaborative processes, as well as the specific methods and tools that can be used in response. Each chapter offers practical, evidence-based guidance. Featuring a final section examining new directions and approaches in organizational intervention research, the book features contributions from some of the leading international researchers in the field. It will be essential reading for any researcher or practitioner interested in the practical issues involved in improving the organization, design and management of the contemporary workplace.
Filling a gap in the market for a book on HRM in the service sector, this study focuses on human resource management and its relevance to an understanding of the service economy, an important, but neglected, subject area.
"Just-in-time", "total quality management", "lean manufacturing", "call centres", "team work", "empowerment" - most people in business have heard these buzz words, often offered as a panacea to all profit ills. So why don't they always work? Can you combine them anyhow? If not, why not? The New Workplace Handbook is a comprehensive guide to the evidence available on how modern working practices and technology affect the people in organizations. Within a broad psychological framework, leading experts examine how people work, their experience of work, the impact on productivity and performance and the human resource implications. Guidance is offered on a range of different methods, tools and practices that can be used to guide the design and implementation of modern working practices to ensure that pitfalls are avoided and the best possible results are obtained from new initiatives. Indispensable for consultants, this Handbook will also be useful for students and scholars in the psychology of business, human resource professionals and anyone involved in the management of new working practices.
Tomorrow’s HR Management In the future, will human resource management emerge as an even more critical factor in developing and maintaining a company’s competitive edge, or will it become just one more outsourced function overseen by managers busy juggling several other responsibilities at the same time? Will HR departments buckle under the constant pressure to do more with less, or will inspired leaders develop practices that link HR to overall business strategies and improved organizational capabilities? Tomorrow’s HR Management is about creating the future right in your own company—adapting to meet the needs of your enterprise and the demands of a changing business environment. In this remarkably visionary volume, 48 of the most perceptive and imaginative HR executives, consultants, and scholars from around the world offer their views on the future of the field and prescribe courses of action that will help CEOs and HR managers shape that future. Each of the book’s six sections advocates a strategic goal designed to increase HR’s productivity, efficiency, and adaptability. Each chapter analyzes obstacles and formulates tactics designed to help reach these goals. This book helps HR managers and business leaders to: Manage HR like a business—define and deliver clear outcomes Play new roles in the competitive environment of the future Prepare for the future Build an infrastructure and discover how to measure progress Remember the human in Human Resources Go global through advances in technology Whether the future brings a steady and gradual curve of change or dramatic events that require drastic, overnight adjustments to radically new business environments, Tomorrow’s HR Management will help lead the way in meeting these challenges and can be used by anyone from the CEO to the newest HR professional to create a more competitive organization.