Measuring Return on Investment, Volume 3, presents a variety of approaches to evaluating training and performance improvement programs in HRD. Most of the cases focus on evaluation at the ultimate levelROI. Collectively, the cases offer a wide range of settings, methods, techniques, strategies, and approaches. Although most of the programs focus on training and development, others include organization development and performance management. As a group, these cases represent a rich source of information about the strategies of some of the best practitioners, consultants, and researchers in the field.Measuring ROI for Telephonic Customer Service Skills Verizon Communications David J. Keuler The Enterprise ... The group expected this training curriculum (R3 service) to reduce the number of calls that escalated to the supervisory level.
|Author||:||Jack J. Phillips|
|Publisher||:||American Society for Training and Development - 2001-01-01|