In: Human Resource Management International Digest 19 (2011) 5, pp. 9-11
a greater appetite for change following award‐winning training for its contact‐center employees. Design …/methodology/approach – Explains the reasons for the training, the form it took and the benefits it has brought. Findings – Reveals that the company … since the training. Social implications – Demonstrates what a motivated and engaged workforce can achieve with the right …