Purpose – Illustrates how a training initiative for general and regional managers at cinema chain UCI has helped to reduce its staff‐turnover rate from 120 per cent a year to one of the lowest in the industry, saving around £500,000 in recruitment and training costs....

Purpose – Describes how two UK organizations – Dollond & Aitchison (D&A) opticians and Winfield Transport – significantly reduced employee turnover through training programs that won national training awards. Design/methodology/approach – Contains information from D&A's head of training...

Purpose – The paper aims to examine an anonymous employee survey conducted by SkillSoft's client, Hilton International, in the summer of 2005. Design/methodology/approach – The paper presents the results of the annual survey, which is part of an ongoing program to establish how Hilton's...

Purpose – This article focuses on management training at Red Carnation Hotels, which won a Greater London accolade in the latest UK National Training Awards. Explains the reasons for the training, the form it takes and the benefits it has brought. Design/methodology/approach – Draws on...

Purpose – Puts forward the reasons to focus on employees of call centres and contact centres above any other factor, when looking at ways of improving the customer experience. Design/methodology/approach – Presents the views of Ian Munro, managing director of Contactcenters.com, who has 20...

Purpose – Describes a new induction program at a Scottish and Southern Energy contact centre, which has slashed staff attrition and helped to double customer‐satisfaction ratings. Design/methodology/approach – Contrasts the old, 12‐week induction program, which was heavily geared towards...

Purpose – Examines the role of salary surveys in helping organizations to retain their top talent. Design/methodology/approach – Describes how D3 Group carries out sector‐specific salary surveys of senior jobs – the ones with key commercial impact on the business – so that companies...

Purpose – This paper aims to describe how award‐winning training initiatives have improved performance at call centers operated by three companies – Legal & Trade Financial Services Ltd, P&O Ferries, and Direct Line Insurance. Design/methodology/approach – Examines the specific problems...

Purpose – The purpose of this paper is to highlight the significance of creating a retention‐rich organizational culture and discuss the drivers of employee engagement. Design/methodology/approach – The paper presents the personal view of the author, based on research findings and...

Purpose – This paper aims to reveal that, in an industry where new‐driver retention has been seen as “too difficult”, First UK Bus Division took the strategic decision to tackle the issue. Design/methodology/approach – The paper describes how the company, with the help of a learning...