All posts in White Papers & Research
6 Keys to Effective Call Center Talent Management
In a new article in the MIT Sloan Management Review, Gunter Stahl suggests that top performing companies adhere to a set of talent management principals that guide how they acquire new talent and manage the talent they already have. After …
The 80/20 Rule: How to Identify the Right Human Capital Metrics for Your Organization
CallMe! recently gave a talk at HR.com entitled, The 80/20 Rule: How to Identify the Right Human Capital Metrics for Your Organization. We are including the introduction and the
Using Recruitment Process Outsourcing to Reduce Cost Per Hire
Cost per Hire is a critical metric to monitor for any human resources professional. In the call center environment, due to large hiring volumes, seasonal hiring campaigns, and
Study in 10 Findings: 2011 State of Call Center Human Capital
CallMe! and Emory University’s Goizueta Business Schoolconducted the inaugural State of Call Center Human Capital Survey to provide the industry’s leaders with the most up-to-date data on how
Call Center Turnover Problem? Check Your “Span of Control”
Many call centers struggle against high agent turnover, a problem that strains recruiters and threatens customer relationships. If you are one of those call centers (and if you’re
How Employee Turnover Destroys Shareholder Value
Every day, call center professionals across the world wake up and face a never-ending battle with employee turnover. With annual rates hovering around 70% globally, it is a
2011 State of Call Center Human Capital Survey
In partnership with Emory University’s Goizueta Business School, CallMe! is proud to announce the 2011 State of Call Center Human Capital Survey.
Numbers That Count: Driving Enterprise Performance Through Human Capital Metrics
RJ Milnor, Managing Partner of CallMe! Consulting, recently presented at the HR.com Workforce Planning & Analytics Conference.
Translating Human Capital into Financial Performance
Companies often say “People are our most important asset”. Despite obvious flaws in both definition (unlike say computers or a factory, workers are not fixed and can
The True Cost of Attrition
Call Center Attrition has long been recognized as a leading worry of call center management. But, even with the focus on attrition, many managers do not understand the
