Purpose – The purpose of this paper is to provide an interview with Julian Duxfield, Regional Human Resources Director for G4S, the world's leading international security solutions group, which specializes in outsourced business processes in sectors where security and safety risks are...

Purpose – This paper aims to demonstrate how supply‐chain company Wincanton has reduced sickness absence, improved productivity and heightened morale. Design/methodology/approach – Draws upon the experience of Wincanton's sickness absence management program, driven by the partnership...

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...