Seven HR

Competency profiling: definition and implementation

In this article the author defines competency profiling, the techniques and tools used in assessment, levels of competence, the role of performance management, personal development plans and competency based training (CBT) in ensuring its implementation.

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What customer retention rates say about your business and how you can increase them

Stephen Shellabear, Consultant at Consult Seven explores an issue that many call/contact centre managers find themselves dealing with: how to provide a consistent caring service to customers and staff whilst maintaining a task and cost focused environment.

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Performance Management – an art and a science?

This article is written for trainers, consultants, HR professionals and managers seeking to implement or improve upon the performance management system in their organisation. Steve Shellabear outlines how to set up and implement a system that is effective and meaningful.

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