Purpose – Examines the factors that helped the Inter‐Tel training academy to win the 2005 Comms Channel awards prize for Best Training Operation. Design/methodology/approach – Uses information from an interview with the academy's general manager. Findings – Highlights the main reasons...

Purpose – Analyses the effects on human‐resource management of the privatization of the Czech Republic's former state‐owned telecommunication monopoly, Cesky Telecom. Design/methodology/approach – A review of an article based on a research that used a qualitative approach that supported...

Purpose – This article describes how an interim manager helped mobile‐telephone company Carphone Warehouse to transform its operations to cope with growing demand caused by the launch of its free‐to‐talk service, increasing its customer numbers from 385,000 to more than 500,000 in less...

Purpose – This paper looks at reward structures for employees at O2. Design/methodology/approach – O2 gave pensions and share plans a complete communications facelift. They set up drop‐in surgeries and introduced a Total Reward website. Findings – O2 saw a huge increase in understanding...

Purpose – The purpose of the paper is to explain how a robust training, development and certification framework is helping to improve performance at the Carphone Warehouse. Design/methodology/approach – The paper outlines the importance of training to the company, which operates in a highly...

Purpose – This article examines an organizational‐change initiative to improve collaboration, innovation and value creation at a global telecommunication firm. Design/methodology/approach – This briefing is prepared by an independent writer who adds his own impartial comments and places...

Purpose – The paper aims to describe the policies that helped business‐telecommunication specialist THUS plc to win the HR Team of the Year title at the HR Network (Scotland) awards, after 12 months in which the firm saw its headcount increase by 60 percent through organic growth, winning...

Purpose – Describes how investing almost £500,000 in training its 100 employees helped Chess Telecom to prepare for growth. Design/methodology/approach – Details how the training was devised and delivered, in an award‐winning partnership with training provider TWF. Findings – Explains...

Purpose – Describes how BT Business Sales developed a customer‐focused coaching culture through training provided to its call‐center managers, first‐line managers and call‐handling advisors. Design/methodology/approach – Explains why the program was needed, the form it took and the...