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Managing people, human capital and culture - Human Resource Management (HRM) is critical for business success. HRM Guide publishes articles and news releases about HR surveys, employment law, human resource research, HR books and careers that bridge the gap between theory and practice.

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PHR/SPHR

PHR/SPHR: Professional in Human Resources Certification Study Guide

by Sandra M Reed and Anne M. Bogardus
The Professional in Human Resources (PHR) and Senior Professional in Human Resources (SPHR) exams from the Human Resources Certification Institute (HRCI) reflect the evolving industry standards for determining competence in the field of HR. Serving as an ideal resource for HR professionals who are seeking to validate their skills and knowledge.
This new edition is must-have preparation for those looking to take the PHR or SPHR certification exams in order to strengthen their resume.
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PHR Study Guide 2017

PHR Study Guide 2017: PHR Certification Test Prep and Practice Questions for the Professional in Human Resources Exam

Think all PHRŪ/SPHRŪ study guides are the same? Think again! With easy to understand lessons and practice test questions designed to maximize your score, you'll be ready.
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Corporate Communication

Corporate Communication: A Guide to Theory and Practice

by Joep P. Cornelissen
  Academically grounded, it covers the key concepts, principles and models within corporate communication by bringing together academic knowledge and insights from the subject areas of management and communication
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Recruiting For Call Centers - Skills to Look For

August 3 2015 - Call centers often need a lot of staff, and so can be very busy to recruit for. Sometimes they also use agency staff, for example to cover especially busy periods or to deal with certain product lines. This can mean that there can be a fairly high staff turnover, which also contributes to demand for recruitment services.

While call centers don't usually have particularly high entry criteria (i.e. applicants do not usually require a college degree or years of experience), the kind of people who tend to do well in interviews for these kinds of jobs and go on to actually enjoy doing them, tend to have some specific skills and traits. If you are recruiting for an inbound call center, and want to get people who will thrive in this kind of environment into the jobs, then here are some skills to look out for.

Interpersonal Skills

Because by its very nature working in an inbound call center means you have to talk to a lot of people, you will need to find people who not only love to talk, but are also very good at listening and understanding customers' issues. While you may assume an extremely outgoing person may be best placed to handle incoming customer inquiries, this is not always the case. Customer service is as much about concentrating and understanding what the customer really needs, and responding accordingly, as it is about being friendly and cheerful. A person who seems more quiet and thoughtful, if they are confident in talking to people, can therefore be an unexpectedly good asset.

Being a team player can also be important. While a customer service person deals with their customers on their own for the most part, they will often need to coordinate with other departments to get things done, so they will need to be good at understanding where their responsibilities begin and end, and be comfortable delegating.

Practical Skills

A good customer service agent will need to update records, often on a custom business system, as well as research products or services, look at customer billing data, and comply with any industry regulations - and all while talking on the phone! This means they will need to be competent and efficient on a computer, and also good at multitasking - they can't lose focus on the customer because they are typing a note on the system.

Traits

As well as demonstrable skills in these areas, there are a couple of traits to look out for. A good customer service person will be cool headed. Sometimes customers will be angry and aggressive, and they need to be able to deal with this professionally. Also, they will need to be patient and empathetic - customers may sometimes need things explained very carefully, or may not understand why their issues can't be resolved the way they want them to be.

When recruiting for a call center, look out for people with these skills and traits, as they are the kind who will do very well on this career path!



Successful Onboarding

Successful Onboarding: Strategies to Unlock Hidden Value Within Your Organization

Mark Stein and Lilith Christiansen
  Fact: 1/3rd of all external hires are no longer with the organization after 2 years. What can you do about it? In a word: onboarding; although poorly understood, subject to narrow definitions, and with limited best practice understanding or management rigor. Consultants Mark Stein & Lilith Christiansen have worked with leading companies on it, and they've synthesized their work into a ready to use system.
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The HR Answer Book

The HR Answer Book: An Indispensable Guide for Managers and Human Resources Professionals

by Shawn A. Smith, Rebecca A. Mazin
  The HR Answer Book addresses 200 questions that every employer needs to deal with, from recruiting and hiring to discipline and termination, compensation and benefits to training and employee relations. Accessible and concise, this on-the-job companion offers expert guidance on all types of "people" issues.
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