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	Highlighting Differences Between Retention and Turnover Metrics sponsored by SuccessFactors WHITE PAPER - Read this white paper to learn the appropriate metrics to use when analyzing workforce turnover and retention data, how to define them, and how to increase their value. Posted: April 24, 2012 \| Published: April 24, 2012 Topics: Data Analytics \| Employee Performance Management (EPM) \| Human Resources Management \| Metrics \| Workforce Planning

	Accelerate Performance in Human Resources sponsored by SAP America, Inc. WHITE PAPER - This white paper addresses HR challenges and metrics solutions for improving operations. Posted: February 2, 2012 \| Published: January 27, 2012 Topics: Business Performance Management \| Business Processes \| Human Resources Management \| Human Resources Software \| Metrics

	Best Practices in the Call Center: A Customer Touch-Point Methodology, Free Oracle Corporation Best Practices sponsored by Oracle Corporation WHITE PAPER - One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions. Posted: January 26, 2009 \| Published: January 26, 2009 Topics: Best Practices \| Call Center Management \| Call Center Services \| Call Centers \| Customer Service \| Metrics

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