IT Employment
Certifications, job trends, training, HR and new technologies drive employment growth.
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Do Call Centers Promote School Enrollment? Evidence From India
Globalization has changed job opportunities in much of the developing world. In India, outsourcing has created a new class of high-skill jobs which have increased overall returns to schooling. Existing evidence suggests education broadly responds to this change. The authors use microdata to evaluate the impact of these jobs on...
Provided By University of Chicago
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3 Ways To Uncover Self-Starting Superstar Hires
It's easy to hire people based on the raw skills for a particular job. What's more difficult is hiring someone who can grow, innovate, and thrive within your business. This paper outlines three key ways to hone your hiring process and uncover the self-starting superstars you need: Reconsider your process....
Provided By American Express
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10 interview questions to help make the best geeky hire
Interviewing for an IT position isn't all about determining technical proficiency -- it's also important to measure a candidate's geek quotient. After all, would you want someone on board who doesn't know who Gary Gygax was?
This download is also available as an entry in our 10 Things blog.Provided By Justin James
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Advancing Your Career Doesn't Have To Mean Leaving Your Company
Many people I speak with feel that the only way to advance their career is to move outside their company. They cite obstacles like corporate cultures that do not promote from within or foster lateral moves, managers who do not recognize additional skills above those utilized on a daily basis,...
Provided By University of North Carolina at Chapel Hill (Kenan-Flagler)
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Make The Most Of Your Time
With the continuous layoffs, those who remain employed may be grateful, on the one hand, but, on the other hand, may have become too much for one person to bear. In fact, many people are now doing the work of two or even three people. Whether the problem is that...
Provided By American Management Association
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Why Your Customers Should Never Have to Wait on Hold Again
When a technology delights customers and pays its way in cost-savings, one can bet its time has come. In customer relationship management (CRM), that technology is virtual queuing. By Eric Camulli, Vice President, Virtual Hold Technology perhaps one thinks of it as "callback." Or perhaps one doesn't think of it...
Provided By Virtual Hold Technology
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10 Ways To Get Your R?sum? Noticed
Out with the old, in with the new, isn't that what they always say? The same thing applies to your r?sum?. Chances are you applied for hundreds of jobs during the Great Recession, only to be ignored or rejected. That means that something has to change. "Because hiring managers are...
Provided By CareerBuilder.com
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Shared Services Talent Management: Lessons From The Masters
Talent management, the management of individuals and workforces toward achieving improved performance, is among the most critical components to the Masters' success. In fact, the research respondents ranked attracting and retaining the best employees as the top factors in contributing to their shared services organization's (SSO's) success. Talent management, then,...
Provided By Accenture
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Call Center Services For Small Businesses
Customer care services are considered a critical component of a successful business. For this reason, call center services have become an essential element of the Customer Relationship Management (CRM) model. While, large and established companies are using customer care to their benefit, small companies are still shying away from call...
Provided By SooperArticles
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10 things about the iPad that don't suck
Sometimes it takes more than a quick test drive to warm up to a new device. See why Deb Shinder has decided the iPad has a few things going for it after all.
This download is also available as an entry in our 10 Things blog.Provided By Deb Shinder
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Displacement, Asymmetric Information And Heterogeneous Human Capital
Gibbons and Katz's (1991) asymmetric information model of the labor market predicts wage losses following displacement should be larger for layoffs than for plant closings. This was borne out in their empirical work. In this paper, the authors examine how the difference in wage losses across plant closing and layoff...
Provided By Federal Reserve Bank of Chicago
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The Crummy State Of Talent Management Metrics (And What To Do About It)
Companies that are higher market performers are also more likely to say they're good at managing talent. That is, good talent management seems to pay. The newest study, Talent Management Measurement, corroborates this. But is metrics a critical piece of the puzzle? To find out, the authors ask about firms'...
Provided By Institute for Corporate Productivity
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FNAC Aligns Customer Loyalty Programs With Broader Marketing Strategy to Increase Results and Efficiency
FNAC wanted to make the group's subscription-based customer loyalty rewards program an integral part of its marketing strategy and consolidate customer loyalty management across the group to promote customer attachment to the FNAC brand and its consumer electronics and entertainment products. The challenge was to update the outdated in-house Customer...
Provided By Oracle
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Equifax Boosts Sales Team Performance, Productivity With Hosted Call Center and CRM Solutions
Equifax wanted to implement a robust contact center solution that enables Equifax to track the complete lifecycle of sales calls and map them to outcomes to improve the effectiveness of sales operations and improve the performance and productivity of sales teams that market credit intelligence and fraud detection solutions to...
Provided By Oracle
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CSK ServiceWare Rebuilds Contact Center to Improve Service, Increase Efficiency, and Cut Maintenance Cost
CSK ServiceWare wanted to build a new information sharing infrastructure to strengthen and expand the collaborative contact center business model and keep server and software ownership to a minimum to reduce system maintenance costs. CSK ServiceWare selected Oracle CRM On Demand for its partner relationship management capabilities, which supported its...
Provided By Oracle
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Georgia Perimeter College Cost-Effectively Elevates Student Service With Hosted CRM System
Georgia Perimeter College (GPC) wanted to enable the rapidly growing college to better serve students by providing them with a single and readily available source for complete and consistent information about admissions, courses, financial aid, and additional information and answer student services departments' main telephone numbers, thus freeing those staff...
Provided By Oracle
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Dubai Roads and Transport Authority (RTA), United Arab Emirates
Dubai is the fastest-growing city in the world. Such unprecedented growth strained the existing infrastructure, particularly Dubai's transportation system. Moving a rapidly-growing number of workers, residents and tourists around is the responsibility of the Roads and Transit Authority (RTA). And a big part of that responsibility is providing accurate, timely...
Provided By Avaya
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Avaya Voice Portal and Proactive Contact Empower Wescom Credit Union With a Strategic Edge in Managing Member Communications
Pasadena, California - In 1934, 13 individuals pooled $65 to create an alternative to traditional banking. They wanted to develop the Wescom Member Service Center to manage a large inbound call volume more effectively according to strategic principles - encouraging use of online home banking and ATMs for simpler transactions,...
Provided By Avaya
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Transforming the Contact Center for a New Era of Customer Experience Management
Enterprise customer service operations are going through a transition in response to changing demographics and new technologies for communication and interaction. Companies can benefit from this transformation - extending and enhancing their level of customer engagement - by implementing end-to-end customer experience management solutions: context-aware service strategies in the contact...
Provided By Avaya
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Driving Customer Service Success in the Cloud With Microsoft Dynamics CRM Online
More and more companies are discovering that they can run their customer service operations from the cloud and deliver more responsive service at a lower cost. Through this podcast one will learn about how Microsoft Dynamics CRM Online provides complete service management functionality to help and manage cases, contracts, and...
Provided By Microsoft
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Barnardo's Uses WebEx Enterprise Edition to Overhaul IT Training and Improve Internal Communications
Barnardo's is one of the UK's leading registered charities. Their challenge is to train the employees and some volunteers in the company's IT systems and processes. Training the staff without any form of distance learning would mean a combination of classroom sessions and on-site visits. They needed a solution that...
Provided By Cisco Systems
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Cisco Smart Grid: Substation Automation Solutions for Utility Operations
Smart Grid promises to deliver a next generation power grid that allows utilities to manage the generation and consumption of power more efficiently. The US Department of Energy defines smart grid as "The electricity delivery system from point of generation to point of consumption integrated with communications and information technology...
Provided By Cisco
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Aligning People, Processes And Technology To Drive Profitability In The Retail Sector
A leading discount retailer realized that they had a problem with turnover, but was unsure about how much turnover was really costing it beyond the typical "HR Costs." Also, the company was significantly underinvested in shrink (any unplanned loss of margin) resources, tools and prevention capabilities to combat internal and...
Provided By Deloitte LLP
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IBM HR Rises to the Transformational Challenge
Over the past decade IBM has undergone a significant and well-publicized transformation, turning a strong multinational business into a globally integrated enterprise. Such companies integrate production and value delivery worldwide by placing business functions where they are best located, based on the right costs and skills. To remain aligned with...
Provided By IBM
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Extron Certification Program
In today ever-changing business environment, it is essential to keep pace with advances in complex technologies and products. Education and certification can help accomplish this goal, as well as provide an objective way to measure performance for a given job at a defined skill level. Like a professional license, certification...
Provided By Extron Electronics
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Target Your R?sum? To Prospective Employers' Needs
Your r?sum? isn't about you, it's about them. That is the first guiding rule you should remember as you craft your employment history and achievements to match the needs of the companies you want most to hire you. Consider your audience by researching the company and its industry, and tailoring...
Provided By CareerBuilder.com
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Harnessing Your Tribal Knowledge
Today's enterprises are challenged with capturing and disseminating information across globally dispersed organizations. Most of a company's knowledge is in the heads of employees and conveyed verbally, thus difficult to capture through traditional top-down publishing methods. Read Harnessing Your Tribal Knowledge: Creating a More Productive Organization Through Systematic Knowledge Capture...
Provided By Altus
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State Agency Invests in Technology to Manage Increased Calls
The Oregon Employment Department (OED) is an active partner in the development of the state's workforce development system. OED has an automated message that is played for every incoming call, providing useful information about claims, how to file online, and the like. The lack of flexibility in the system caused...
Provided By Cisco Systems
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Universal Queuing: A Cookbook for Transforming Your Call Center Into a Contact Center
Everyday life transforms, technology evolves, communication methods advance, and organizations battle to stay ahead of the competition. Transformation is essential to survival. One has to see one step ahead or fall two steps behind. In the telecommunications world, the way one communicates is shifting and taking on new forms. Customer...
Provided By Callfinity
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10 surefire ways to kill morale
It's easy to demotivate your staff without realizing you're doing it. Calvin Sun highlights a few morale-busting behaviors to watch out for.
This download is also available as an entry in our 10 Things blog.Provided By Calvin Sun
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Reduce Inbox clutter with these three efficient email replies
If you deal with an overwhelming volume of email, these simple reply strategies will save you tons of time and keep your Inbox manageable.
This download is also available as an entry in our Microsoft Office blog.Provided By Dave Johnson
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Linking Learning To Talent Management: The Key To Accelerating Workforce Performance
Talent Management has grown significantly in recent years as more and more organizations have recognized the value of aligning workforce planning with business strategy. But talent management strategies and systems can only go so far in assuring the readiness of the workforce to meet ever changing market needs. A strategy...
Provided By SkillSoft Ireland
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Fujitsu Re-Aligns Critical Processes to Support Business Growth
Airtricity is Ireland's largest independent energy utility, supplying gas and electricity to over 250,000 customers. To support future business growth, Airtricity required a robust and scalable solution that integrates seamlessly with its existing Customer Information Solution (CIS). Airtricity also ascertained a need for a comprehensive customer communication solution across the...
Provided By Fujitsu
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Slow Down: Timely Suggestions For Careful Hiring
Though careful hiring is always an imperative, the current economic environment requires a new look at some of the practices in this area. Many of today's job hunters have been out of work for several months or even a year or more. Through application processes and interviews, these folks may...
Provided By International Public Management Association for Human Resources
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Who's To Blame For Hiring Mistakes?
If you have low standards a hiring mistake is someone who gets terminated or quits during the first 3-6 months. If you have high standards it's someone who isn't an achiever. An achiever - typically a B+ or better person - is someone who delivers high-quality results on a consistent...
Provided By Adler Group
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Put an end to long-winded presentations with Pecha Kucha
When you hear 'PowerPoint,' do you think 'endless and boring'? Here's a format that will keep those presentations short and sweet.
This download is also available as an entry in our Microsoft Office blog.Provided By Jody Gilbert
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10 ways to get the most out of your IT training
Whether you're training on your company's dime or your own, you want to get maximum value for your efforts. These tips will help you take advantage of the best learning opportunities.
This download is also available as an entry in our 10 Things blog.Provided By Don Whitnah
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How To: Drive Improvements From Customer Feedback
Organizations will only succeed in their customer feedback programme if the CEO has a customer-centric vision - the customer must be at the heart of everything the company does. Executives who recently responded to Forrester Research analysis on customer experience programmes cited a lack of senior management involvement as one...
Provided By Silver Bullet Publishing
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10 lies managers tell themselves
When a manager hides behind a lie to feel better, the impact can be destructive and far-reaching. BNET's Steve Tobak looks at some lies you may have encountered.
This download is also available as an entry in our 10 Things blog.Provided By Steve Tobak
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Business Consultants Increase Productivity and Improve Customer Services With Blackberry Solution and Maxmobile From Maximizer Software
All those who are passionate about their business know that Maximizer CRM plays a crucial role in improving the firm's business. It helps businessmen to generate profit in their business by providing better customer service and helps in increasing the sales of the company. But the fact that CRM Maximizer...
Provided By Maximizer
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Seven Tips For Successful Phone Interviews
An initial phone interview saves time for both hiring managers and candidates. It can also be used to screen out candidates not appropriate for an in-person interview. To get the most out of your phone interviews this paper gives you the seven tips which will help you for successful phone...
Provided By Boston.com
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Pkware Case Study: IT Services Provider #6
The client is a full-service, facilities-based provider of communications solutions for commercial customers, with more than 6 million customers and over 22,000 employees. The challenge was moving very large files exceeding 4GB for month-end invoicing and finding a solution that could be quickly and easily deployed to avoid loss of...
Provided By Pkware
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Laid Off? So What?: How To Explain A Layoff At Every Stage Of The Job Search
It's true that your layoff and the gap on your resume will probably come up, not just during the initial job search right after the layoff, but also during future job hunts. But it doesn't have to derail your search. Be honest about the layoff but to focus your communication...
Provided By Yahoo!
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How To Get Answers To 5 Key Questions Before Taking A Job
When you're considering taking a new job, it's important to find out how a potential employer treats employees. But getting the answer to that question, along with others that will help you determine if you'll be happy at the company, may take some sleuthing. This paper mentions five questions that...
Provided By Yahoo!
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Acing The Panel Interview
Meeting with one hiring manager is enough to make most job seekers nervous. But what about when you have to face a panel of interviewers? The panel interview has become increasingly popular as employers search for ways to better evaluate prospective hires and ensure those they bring aboard will be...
Provided By Yahoo!
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What To Wear To Work This Fall
You can tell a lot about people by the way they dress. % of recruiters believe that how you dress for work affects your job, salary, and possible promotions. Wearing the right outfit is very important to your career development. It's important to incorporate your own personal style in your...
Provided By Yahoo!
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The New World Of Job Interviews
The employment interview isn't what it used to be. While the vast majority of interviews are the standard face-to-face variety, technological advancements have made it possible for employers and applicants to connect quickly in other ways. Some hiring managers conduct phone interviews during the early phases of candidate searches; others...
Provided By Yahoo!
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The Interview That'll Bag A Job
In today's ultracompetitive job market, even getting an interview is a feat. Yet recruiters and hiring managers say many unemployed candidates blow the opportunity by appearing desperate or bitter about their situations - often without realizing it. At an interview, you want to stand out for the right reasons. To...
Provided By Yahoo!
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Top Certifications To Enhance Your Career: Targeted Training And Good Salaries In Less Than Two Years
Looking for a career change, but not sure you're ready to spend years in school? No matter what you're looking for in your job future, certifications can bring big changes. These certifications are concentrated career-advancers that can give you the targeted training you need to prove your knowledge to hiring...
Provided By Yahoo!
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How Palo Alto Networks Achieved Next-Gen Customer Support by Integrating their IVR and CRM Solution
Presented by Matthew Stauble, Sr. Director, Global Customer Support at Palo Alto Networks, this Webinar outlines the steps involved in transforming its customer support from a random, manual call answering process to a completely automated system for their inbound calls. Hear how this fast-growing network security company moved to a...
Provided By ANGEL
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Reduce Costs, Win Customer Satisfaction with a Call Center in the Cloud
Download this on-demand Webinar with Customer Management IQ that will address the benefits of moving from an on-premise IVR to a SaaS model and illustrate how a more agile, flexible and cost-effective model can positively impact customer experience, customer satisfaction and call center productivity. Featuring Angel customer Sindhu Rajan, Senior...
Provided By ANGEL
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Driving Performance With Embedded Business Intelligence Analytics in Your Voice Application: Turning Customer Data Into Customer Service Excellence for Competitive Advantage
Maintaining profitability through difficult times is the product of company investment decisions that are weighted with greater-than normal significance. Going above and beyond to keep clients satisfied following an economic downturn is the key to gaining high returns. Thus, embedded business intelligence in once voice application remains one of the...
Provided By ANGEL
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5 Essential Steps To Recruiting The People You Want
Sometimes, it feels like hiring the right person is more a matter of luck than the end result of a structured process. Throw some darts up there, and maybe one of them will stick, right? Perhaps the right person will walk in, or one of one's current employees will have...
Provided By IPG
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How To Find A New Job Fast
When you're looking for a job, no matter what form of communication you use, you have only 30 to 60 seconds to really grab someone. You need to get to the point: Why should a hiring manager hire you? Hiring managers are looking for people who make things happen. Focus...
Provided By Yahoo!
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Four Don'ts When Dealing With Recruiters
What's the first step to getting a job interview? Getting past the recruiter. Recruiters are usually your first contact with a potential employer. And they often decide whether your resume lands on the hiring manager's desk or in a far-off filing cabinet. While it's important to know the basics of...
Provided By Yahoo!
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5 Interviewing Mistakes That Can Lead To Hiring The Wrong Person
Candidates are often sophisticated job seekers, who are well prepared for the interview. To avoid costly hiring mistakes, hiring interviewers must be equally prepared for the process. Inexperienced interviewers sometimes fall into the trap of letting the interview become "Free form", spending different amounts of time on different questions, basing...
Provided By Beyond.com
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VLDB et BUSINESS INTELLIGENCE
Que l'on parle de VLDB Intelligence ou de traditionnel SID, il s'agit toujours de g?rer des volumes de donn?es importants. Et cela ne s'improvise pas. L'entrep?t de donn?es peut ?tre d'une efficacit? redoutable, pour peu qu'il soit bien construit, au renfort d'une m?thodologie ad?quate et d'un vrai souci de qualit?...
Provided By Microsoft Corporation
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How To Decide On Resume Length
The new guideline is: A resume should be long enough to entice hiring managers to call you for job interviews. That may sound vague, but there is no hard-and-fast length rule that works for everyone. Factors to consider include career objective, occupation, industry, years of experience, number of employers, scope...
Provided By Monster Worldwide
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Race, Sex And Religion On Your Resume How Personal Is Too Personal?
You're probably aware that hiring managers cannot ask discriminatory questions during interviews. But this legal protection isn't too useful in preventing discrimination before the interview. If your resume contains personal information unrelated to your job target - your race, nationality, ethnicity, religion, sexual orientation, etc. - you might fall victim...
Provided By Monster Worldwide
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Resume Dilemma: Recent Graduate
You've spent four years or more building your knowledge and perhaps even earned a high GPA. So why aren't employers clamoring for your services? The problem you and other new graduates face is that hiring managers are more interested in what you can do for them than what you did...
Provided By Monster Worldwide
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Chronological Vs. Functional Healthcare Resumes
Hiring managers and HR professionals prefer the chronological-style resume, and your current functional resume could be holding you back from getting interviews. Functional resumes are often used by job seekers who are looking to downplay issues such as gaps in employment or a history of job-hopping. Without meaning to, your...
Provided By Monster Worldwide
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Resume Tips For Technology Professionals
With increasing numbers of job seekers competing for the most desirable technical jobs, your resume needs to be better than the rest to get noticed. Effective technical resumes clearly show the candidate's technical skills - a hiring manager shouldn't have to go fishing for this information. An excellent way to...
Provided By Monster Worldwide
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Create A Winning Retail Resume
In the world of retail, one thing matters: Performance. Whether you are a manager, salesperson, merchandiser, cashier, clerk, HR professional or an employee who performs one of the numerous other retail jobs, your resume needs to demonstrate how you have contributed to your company's bottom-line success. High performers are most...
Provided By Monster Worldwide
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Resume Tips For Full-Time Parents Returning To Work
According to Linda Matias, president of the National Resume Writers' Association and CareerStrides, the right format is critical to getting noticed. Matias suggests that parents avoid chronological resumes and consider using a combination format. A chronological resume can eliminate a parent's candidacy in seconds, she says. Parents who have been...
Provided By Monster Worldwide
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More Than One Career Goal
Are you torn between two or more career directions? Thinking about returning to a former career? Are you multitalented with the potential to perform more than one role? If you answered "Yes" to any of these questions, you need to examine your resume strategy. Many job seekers who are pursuing...
Provided By Monster Worldwide
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Customer Service Resume Tips
Whether you're a seasoned pro or entry-level, the US Department of Labor reports excellent job growth potential for customer service representatives. To ensure you're considered for the best opportunities, pay your resume the same attention you do your customers. "Resumes that are highly targeted to the career goal are much...
Provided By Monster Worldwide
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Call Centers: A Gateway for Social Engineers to Access Your Company's Most Sensitive Information
In its most basic form, social engineering is the act of manipulating someone into doing something they normally would not do. For the authors' purposes, they will consider social engineering the art form of using deception and manipulation to persuade an unsuspecting person to perform actions like divulging confidential information...
Provided By TraceSecurity
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Make It A Sales Call To Interview Your Best
Selling is an integral part of everyday life. Whether we are selling multimillion-dollar deals, selling our ideas to a colleague or boss, or selling a family member or partner on seeing a movie of our choice. It is an important skill and it comes in very handy when we are...
Provided By Beyond.com
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A Student's Guide To Interviewing With Third-Party Recruiters
As you conduct your job search you will find that some employers hire third-party organizations to assist them in identifying and hiring college students. An employer can hire a third-party organization to do on-campus recruiting, represent the company at a job fair, screen job candidates who apply through an Internet...
Provided By National Association of Colleges and Employers
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Datacraft Readies Philippines Top Call Center for Capacity Expansion
The contact center industry is a highly competitive business. Set up in 1996, the Philippines-based Advanced Contact Solutions (ACS) is amongst the country's top providers of quality contact center and business process outsourcing services. Keen to uphold its leadership position, ACS entrusts Datacraft with an expansion project to increase its...
Provided By Dimension Data
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Follow Ups Are Important - Even When There's No Reply
Conventional wisdom says you should always follow up with prospective employers after you've sent them a resume or met them for an interview. But many candidates find such tactics fruitless: Either they receive no response from their actual contact, or find no way to reach a live human being. Job...
Provided By Dice
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Breaking Through The Wall
The ability to reach a prospective employer directly can be vital to your job-hunting efforts. Your prospects increase dramatically if you can talk to a person, instead of "Human Resources." While there are effective techniques for reaching hiring managers directly, let's begin with some basics. First, don't lie. If you're...
Provided By Dice
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Voice Disorders Identification Using Multilayer Neural Network
In this paper the authors present a new method for voice disorders classification based on multilayer neural network. The processing algorithm is based on a hybrid technique which uses the wavelets energy coefficients as input of the multilayer neural network. The training step uses a speech database of several pathological...
Provided By University of Tunis
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10 ways to manage yourself through a challenge
What do you do when you're faced with a task and find that you're not progressing as you should -- or that you're even failing to accomplish it? Fight the temptation to beat yourself up over it and manage your way through the situation. Ramon Padilla offers 10 practical steps...
Provided By Ramon Padilla
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10 ways to improve your client relationships
One thing is true for all consultants: If we have any work, we have clients. And one of our most important roles is to maintain and enhance our relationship with them. Here are some suggestions to help you foster those important business relationships.
This download is also available as an...Provided By Kevin Eikenberry Group
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10 ways for road warriors to avoid snags and snafus
From small aggravations to huge headaches, a lot can go wrong when you hit the road. Veteran globetrotter Brien Posey offers some advice that will help you stay productive when you travel.
This download is also available as an entry in our 10 Things blog.Provided By Brien Posey
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Can Public Employment Subsidies Render The German Construction Sector Weather Proof?
Both the US and Germany have a pronounced pattern of seasonal winter unemployment. In order to confine inefficient high levels of temporary layoffs, US firms are taxed - albeit incompletely - according to the unemployment insurance benefits claimed by their laid off workers. In contrast, German construction firms are not...
Provided By University of Nottingham
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Practitioner Guide: How To Create A Talent Management Strategy That Reflects Diversity
This paper is for HR professionals rather than at line or senior managers. It will give the ideas on how to communicate with and influence senior managers, line managers and staff. Appendix A gives some background on the origin of this paper. Every talent management approach is affected by the...
Provided By Crown
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Interview Process
Whether you are participating in a phone interview with your recruiter or an in-person interview with the hiring manager, one thing will be consistent, the selection process that is used at Progressive. This process helps verify that this is the right job for you and to help the hiring manager...
Provided By Progressive Casualty Insurance Company
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Talent management As Viable As Ever
This paper looks at the evolution of talent management and its importance for HR. Modern talent management executives must be able to speak in financial terms about the workforce. They must understand the organisation's current complement of skills and competencies as well as external local, national and international workforce demographics.
Provided By Reed Business Information