Call centre initiative aims to boost competency and cut staff turnover

Posted On May 12 2021 by

first_imgA UK call centre is hoping that a new skills-based pilot scheme designed toimprove competency will cut staff turnover by more than 20 per cent. Contact 24 will be the first company to implement the framework –Call2Contact – which has been designed by e-skills, the employer-led body setup to improve call centre skills. The programme has identified a range of competencies required for callcentre roles and linked them to training to help staff develop a career path. Helene Thomas, organisation development director at Contact 24, said thescheme would help change the perception of call centre work as ‘dead-end jobs’.”We are launching a credible training and development programme that helpsour employees recognise their job as a worthwhile career,” she said. “It’s about identifying competencies and helping people get to theright level in the business.” The pilot scheme enables HR to see what skills each member of staff shouldhave and enables employees to know what training they need to move up theladder. Thomas hopes it will deal with staff turnover problems in the sector and isconfident she can cut attrition from 46 per cent to around 25 per cent. The firm, which employs 1,000 staff, is rolling out the programme in Apriland will use the training to provide staff with NVQ certificates. Previous Article Next Article Call centre initiative aims to boost competency and cut staff turnoverOn 14 Jan 2003 in Personnel Today Related posts:No related photos. Comments are closed. last_img read more

Dodgers, Clayton Kershaw have ‘open dialogue’ with his opt-out looming

Posted On Aug 26 2020 by

first_imgKershaw will turn 30 10 days before he is expected to make his franchise-record eighth consecutive opening day start for the Dodgers next month. He could potentially join a star-studded free-agent class next winter that could also include Bryce Harper, Manny Machado, Josh Donaldson, Charlie Blackmon and Andrew Miller.Under Zaidi and president of baseball operations Andrew Friedman, the Dodgers have been only modest spenders in the free-agent market. They have been more willing to spend on keeping their own players. They bid into the $150 million range for Zack Greinke before he signed with the Arizona Diamondbacks for more than $200 million. They re-signed closer Kenley Jansen (five years, $80 million), third baseman Justin Turner (four years, $64 million) and left-hander Rich Hill (three years, $48 million) before last season after all three had reached free agency.LID LIFTERDodgers manager Dave Roberts said Tuesday that right-hander Wilmer Font will start Friday’s Cactus League opener against the Chicago White Sox and throw the first one or two innings. Right-hander Ross Stripling will start one of the Dodgers’ split-squad games on Saturday.Kershaw threw to hitters during Tuesday’s workout and is on track to make his Cactus League debut Sunday at the earliest.MOUND TALKMLB clearly has some work to do to pin down just how its new pace-of-play rules will be enforced – particularly the new limit on mound visits that do not involve a pitching change.Speaking at the annual Cactus League Media Day event, MLB commissioner Rob Manfred said a pitching change would become mandatory if a team had already made its six allotted mound visits and a player or coach tried to go to the mound. From the back of the room, MLB’s chief baseball officer Joe Torre corrected the commissioner, clarifying that the umpire would remind a position player (such as the catcher) that his team had reached the limit and he could not go to the mound unless there was a pitching change. If a manager or coach went out to the mound after using up the six non-change mound visits, a pitching change would have to be made.A member of MLB’s Competition Committee, Roberts said he supports the rule changes aimed at speeding up the pace of play this season.“I think it’s good. … We can all adjust,” Roberts said. “Whatever speeds the game up, we’re all in favor of.”Kershaw said he wasn’t sure what effect the new rules might actually have on the length of games.“Ultimately, I’m not sure if it’s going to create a huge difference with enough minutes or not,” he said. “I think where the union was is: as long as it doesn’t change the integrity of the game, doesn’t change the competitiveness of the game it’s not costing people one way or the other. We’ll have to see if guys are crossed up what’s going to happen, things like that.“At the end of the day, we all want to play a quick game. We all want to have a crispness to it. We all want to create the best product out there for the fans. We’ll just see. I don’t know.” GLENDALE, Ariz. — Dodgers ace Clayton Kershaw has said he isn’t thinking about the clause in his contract which allows him to opt out and become a free agent next fall.It would be unwise for the Dodgers’ front office to take such an approach. The Dodgers’ front office is many things. Unwise is not one of them.“You’re going to get my Belichick on this question,” Dodgers GM Farhan Zaidi joked, referencing the notoriously stone-faced, insight-free manner in which the New England Patriots’ head coach treats inquiries from the press.Asked if the Dodgers needed to formulate a plan in case Kershaw decides to become a free agent – and potentially leaves for another team – Zaidi said, “We don’t have to handle it right this moment … not right now.” The possibility of having to outbid other teams to retain Kershaw’s services next offseason was at least one of the motivations behind the Dodgers’ top priority this offseason – getting their payroll below the competitive-balance tax threshold. The Dodgers will now incur much less punitive penalties if they have to cross that threshold in order to re-sign Kershaw next offseason.The Dodgers could also pre-empt that situation by negotiating a new contract extension with Kershaw, replacing or adding to the final two years and $65 million in the seven-year, $215 million extension he signed four years ago.Zaidi would not comment on the potential of that happening or whether there have been any discussions about a new contract.“We’ve had conversations with him. I’m not going to go into detail about it,” he said. “But we have a very open dialogue. He’s our franchise player. So that’s important.“I also know it’s important for him and for us that we don’t share the content of those conversations.”center_img Newsroom GuidelinesNews TipsContact UsReport an Errorlast_img read more

Josua Lubwama is ineligible to play for Bulemezi, Ssese

Posted On Dec 22 2019 by

first_imgSsese county has petitioned the Masaza organizing committee claiming that Bulemeezi used an ineligible player during their match on Saturday.Ssese lost 0-2 away to Bulemeezi in Kasana luwero a result that boosted the inspection of the team players.The document received by this website, signed by Ssese’s Football secretary Annet Nayita notes that Bulemeezi used Joshua Lubwama who is not yet released by Buddu.“Lubwama isn’t supposed to play for any county because as afar as am concerned no release letter was seen anywhere regarding him as a free agent and we are very sure he is not yet released by Buddu. Nayita said.Lubwama, most known as Letti, played for Gomba last season before signing for Buddu at the end of the season and is not eligible to play for Bulemeezi unless he has a release letter.Letti consequently signed for Bulemeezi before the new season started, however, Ssese claim that the tall midfielder was not given a release as player registration had ended on May 20th, 2018.The organizing committee will give out its verdict on Wednesday, July 4th.Profile:Full Names: Joshua LubwamaNick Names: Letti, Song, Tallest MugandaDate of Birth: 25th May 1998Place of Birth: Kasana Health Center IV, LuweeroParents: Eric Kigozi Ssebwalunyo and Annet GgaliwangoWeekend Games:Kyadondo Vs BuweekulaKabula Vs GombaBuddu Vs SseseKooki Vs BulemeeziBugerere Vs KyaggweMawogola Vs ButambalaMawokota Vs BuluuliBuvuma Vs BusujjuComments Lubwama played in the game between Bulemezi and Ssese last weekend (Photo by Agency)last_img read more

8 Hard-Earned Innovation Tips For Startups

Posted On Dec 15 2019 by

first_imgTech startups need to innovate in order to survive, much less grow and thrive. But when there’s so much else to do, from fixing bugs to business development to sales and customer support, how do you fit innovation in?Just as important, how do you figure out which innovations are actually worth pursuing?We asked eight successful entrepreneurs from the Young Entrepreneur Council (YEC) how they incorporate innovation, formally or informally, into their startups, and what information they use to plot next steps. 1. Convergent vs. Divergent InnovationI learned this concept a few years ago and it completely changed the way we innovate as a company. The problem with innovation is when idea generation becomes a free-for-all, it’s difficult to reach consensus. There is a time and place for divergent thinking; by divergent I mean throwing ideas at a wall and seeing what sticks. Divergent thinking is creative, innovative, outside-the-box thinking. This approach generally doesn’t work if you’re trying to solve a specific problem. That requires a convergent approach. A convergent ideation session should start with a specific problem and goal that requires more of a linear approach. At my company, we start most of our meetings by saying, “This is going to be a Divergent or Convergent meeting.” It has made a huge difference in efficiency for us. – Mitch Gordon, Go Overseas 2. Institutionalizing InnovationWe use a very structured approach to innovation. On Mondays, the entire company meets for a standup meeting, where we brainstorm ways to improve one of our KPIs. Nothing is off the table; it’s pure brainstorming. This often results in silly or impossible ideas, but oftentimes, we find a nugget that we would never have thought of in the ordinary course of business. We separate the idea from the execution, meaning an engineer could think of a marketing initiative or vice versa. Based on discussion and feedback, we allocate resources and test the idea. – Adam Lieb, Duxter 3. The Growth Factor QuestionContrary to popular opinion, the purpose of innovation isn’t about what we can do to make our company more money – it’s answering the question we call “The Growth Factor.” This question is: “What can I do today to provide my customers, clients or patients with a greater advantage and benefit?” Now, in order to answer this question, you need to know the ultimate result people are seeking. Once you’ve found that answer, you are innovating from a place of creating a product or service that’s helping your customer receive an even better advantage for working with you. – Charles Gaudet, Predictable Profits 4. Validate the Market – And Its SizeThe key is finding an idea that people are willing to spend money on. How do you find out if people are willing to spend money on the idea? Utilize Amazon to see what people are spending money on. Check out the completed listings on eBay. Search Twitter to see if anyone is talking about the problem you’re solving. From there, you can figure out the size of the market. Facebook Ads are a great way to get numbers for market size (you don’t have to run ads to get these numbers). Then, determine the value of a customer by looking at what they’re expected to pay for your product. Multiply that value by the market size to get your total available market value. If that number is attractive, then validate the idea to see if your product stands up to your theory. – Brett Farmiloe, Markitors 5. Pitch It To The TeamWhen someone comes up with a new idea, we expect him to sell it to the team. If you can’t sell it to the team, you’re not going to be able to sell it to the world. We often have multiple iterations of pitching the idea – each time, the pitch (and the idea itself) improves based on the criticism and feedback we give the person. Some ideas die off, but others become stronger and evolve into big, new ideas that have a meaningful impact on our business. Trying to sell your idea to multiple people out loud will make you think of questions and opportunities you never would have considered on your own. It’s become a game in our organization to see if you can anticipate all the questions you’re going to get when pitching a new idea. – Chuck Cohn, Varsity Tutors 6. Prove Your Concept With Current CustomersWhen we’re looking to launch a new tool or product, we poll our customer base. We never spend time or resources developing a product that won’t sell. So many businesses get caught in the love affair of some idea someone thought their audience would love. Always prove the concept will sell before producing it. – Brian Moran, Get 10,000 Fans 7. Test Before You TestWe use a methodology I call “Test Before You Test,” and it allows us to test an idea or concept in a low-cost environment before we even try it in the real world. Rather than surveying customers or spending a fortune on theoretical market research, we run data-gathering tests on real customer behavior in a simulated environment. This lets us see how successful we’ll be before launching. – Benji Rabhan, MorrisCore 8. Identify & Track Key MetricsNew ideas can come from all corners of an organization, from the CEO down to the office assistant. If an idea seems to have merit, push it to decision makers who can whiteboard the goals and project its potential impact vs. the potential resources it would require. It’s important to identify metrics that will indicate if an idea is valid and to measure results against these metrics over time to see if it has been successful. Yodle’s National team began as an idea in a customer conversation. By testing the idea and finding merit in it, we launched a full-scale business unit focused on local online marketing for franchise companies, dealers and manufacturers, and national brands. Today, this business unit represents approximately a third of our business. – John Berkowitz, YodleThe Young Entrepreneur Council (YEC) is an invite-only organization comprised of the world’s most promising young entrepreneurs. In partnership with Citi, the YEC recently launched #StartupLab, a free virtual mentorship program that helps millions of entrepreneurs start and grow businesses via live video chats, an expert content library and email lessons. scott gerber WordPress for Enterprise – How This Open-… How to Make the Most of Your Software Developer… Related Posts center_img Tags:#innovation#startups Kickstarting a Stagnant Company What Nobody Teaches You About Getting Your Star…last_img read more

Airport procedure eased in J&K

Posted On Dec 3 2019 by



Posted On Nov 16 2019 by

first_imgHarris Fernandez says the improvements to the Art Center and the recently opened Gilchrist Learning Center were accomplished by a partnership between the city and private donors:Audio Player Up/Down Arrow keys to increase or decrease volume.OC…….of the Art Center. :15Following the open house, a public reception will be held in the Art Center’s Atrium from 5 – 7 pm to with remarks at 6 pm. Some improvements have been made to the Sioux City Art Center, and Director Al Harris Fernandez says an open house will be held on Saturday to showcase the changes:Audio Player Up/Down Arrow keys to increase or decrease volume.OC……….two new spaces. :13There are also improvements to the Junior League Hands On Gallery for children.last_img read more

Epic Fan-Made Florida Hype Video Sets Great Expectations For 2016

Posted On Oct 27 2019 by

first_imgFlorida Hype video for 2016 season.Expectations are rising at Florida.In 2015, Florida went 10-4 on the season, ultimately getting slaughtered in the Citrus Bowl 41-7 by Michigan. This year, however, the team has higher hopes for production. Mark Kierce created an epic hype video to prepare Gators fans for what he suggests could be one of Florida’s strongest seasons. “The optimism in the air is awesome. The excitement in the air is awesome. The gays are ready to get after it,” the video shows head coach Jim McElwain saying of his team to the media. “They’ve put in a ton of work for 15 opportunities.”The Gators are looking to play 15 games this season – that means a chance at a national championship.Check it out:What are your expectations for Florida in 2016?The Gators open their season Sept. 3 against UMass.last_img read more


Posted On Oct 15 2019 by


Buckeyes setting sights on run to the Final Four

Posted On Sep 28 2019 by

The No. 7-ranked Ohio State field hockey team’s main goal entering the 2010 NCAA Tournament Saturday is simple: win the first two rounds of the tournament and advance to the Final Four. “Even from preseason, our biggest goal was making the Final Four,” senior back Bri Doak said. “If we play like I know we can play, I don’t see why we won’t be in the Final Four next weekend.” OSU (16-4) will play the No. 15-ranked University of Albany (16-5) in the first round of the tournament. Because the bracket for the tournament was not released until Tuesday night, the OSU coaching staff has had little time to scout Albany. However, OSU coach Anne Wilkinson has seen enough to know Albany will be a tough challenge for the Buckeyes. “They’re strong. They’re very, very strong with their tackling,” Wilkinson said. “They have great individual skills and they are very disciplined with the way they play.” The Buckeyes enter the NCAA Tournament coming off a disappointing loss to the Michigan in the Big Ten Tournament Finals. Before the loss to UM, OSU had a 10-game winning streak. With the winning streak gone, OSU players are now looking at the NCAA Tournament as a fresh start. “The Michigan game was a disappointing loss for us,” senior forward Jena Cacciatore said. “The NCAA (Tournament) is a new season. We are 0-0 across the board, so anything can happen.” Cacciatore is excited for Saturday’s game against Albany for more than a chance to make up for the UM loss. Albany’s senior midfielder Sarah Deane is Cacciatore’s good friend and former high school teammate. “I’ve been asking coach to play her for years. When I found out, I knew it would be bittersweet because one of us will get knocked out,” Cacciatore said. “It’s taught me I better be careful what I wish for.” The game will be special for Doak as well. She will be making her 80th career start, setting a new OSU record. “When (Doak) came in as a freshman, she kind of flew under the radar, but she’s always been a constant for us,” Wilkinson said. “She came in with great fitness and has maintained it. She has earned every minute.” OSU plays Albany at 2 p.m. Saturday in State College, Pa. The winner will advance to the second round and play at 2 p.m. Sunday against the winner of Penn State and Syracuse. read more

Tom Rooney steps away from Ohio State rugby after more than 20

Posted On Sep 28 2019 by

In his final home game as coach of the Ohio State rugby team, Tom Rooney’s team displayed the toughness and rigidness of the coach’s more than 20-year career. The Buckeyes lost to 10th-ranked United States Naval Academy, 23-18, on Saturday in a tightly contested and physical game. The night was more significant than the final score as the game served as a celebration and remembrance of Rooney’s career. Sophomore scrumhalf Luke Hickey said the team will miss Rooney’s charisma and presence. “You know when he’s on the field because he’s always chirping in your ear, helping you out and telling you what to do,” Hickey said. Many in Columbus consider Rooney a Buckeye legend because of his resume. He was originally a wrestler at OSU and then played for the Columbus rugby team Scioto Valley RFC in 1982 where he was elected captain of the team. An injury forced him to redirect his focus on coaching in 1992 as an assistant with OSU. Rugby is not a Division I sport at OSU, but Rooney still made his presence known. “In Ohio and the Midwest, he’s become a legend of the sport,” Hickey said. Assistant coach Ron Bowers will take over the rugby program next year, and said he has learned a lot from working alongside Rooney. “He’s taught me how to conduct myself as a professional and how to lead by example as a coach,” Bowers said. Rooney was emotional after his final home game and talked about some of his favorite memories from coaching at OSU. He said he had a lot of memories, but his proudest moments were watching his team and players success over the years. “I was an assistant for two final fours here, there have been 23 All-Americans from the program. I’ve also had two kids named to the National team, and I got to travel to watch them compete internationally and represent our country,” Rooney said. Rooney said he was also proud of being involved with the development of the two rugby fields at the Fred Beekman Park. The university said it would turf the fields at the park but Rooney said the project has been delayed for the third time in a row. Rooney said he would like to see that project completed in the near future because it will help the team overall. “Not having the turf field is really going to make competition difficult for us,” Rooney said. “I think that’s a really unfair position for the university to have taken.” Even on his last day on the job, Rooney was looking out for his team to help them any way he could. As Rooney walks away from coaching to take on an administrative position, The OSU rugby team thanked him for his commitment to the program for more than 20 years. “We all loved playing for him and we’re really going to miss having him around here,” Hickey said. “OSU rugby and Coach Rooney go hand-in-hand.” read more