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Vision: Human factor in human capital
The success or failure of customer contact organizations hinges on having competent people with the desired attitude and the desired behavior. Within customer contact, the human factor is crucial.
Customer contact organizations are inherently labor-intensive organizations. The labour force of every customer contact organization is subject to discussion during each budget round. Unamic/HCN Interim & Training helps its customers to direct the human capital of the organization for better use.
Requirements: Contact Centers require a HR Business Partner
In customer contact environments the interaction between the operation and the HR department is of great importance. Clear objectives, responsibilities and appointments are essential to achieve the maximum performance in a contact center.
To achieve this HR needs to position itself as a full business partner for the operational management. The daily momentum and a demanding contact center environment is often a bottleneck.
Our HR specialists are able to work with your organization do to create the basic conditions. As a third party it is generally easier to identify bottlenecks, to nominate and discuss these. Our initial impetus and support pave the way for your human resource departments and your management to maximize the operational efficiency of your organization.
'HR issues in customer contact organizations':
* Changes in customer contact organizations
* Quality of intake, career development and
* Absenteeism and failure approach
* Competence, education and training
* Organizational culture and characteristics of effective behavior and attitudes
* Effective collaboration between HR and Operation
Our services:
* Baseline measurement: Mapping of improvement potential
* Temporary HR support change projects
* Support in reorganizations, mergers or startups
* Change of organizational structure and organizational culture
* Labor and employment conditions
* Several quick scans in HR field (such as turnover, absenteeism, recruitment, employability, and culture results)
Unamic / HCN Interim & Training has its own office in De Bilt. For more information or to make an appointment: +31-(0)30-890 63 50
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