1. Describe the process or scenario that was targeted for performance improvement in your center. What processes/methods were used to manage the workforce planning and management function and what were the opportunities for improvement?
2. What processes or methods were implemented by the nominee to improve performance?
3. What were the measurable results?
4. How did the nominee’s work contribute to the overall goals of the call center and/or the organization?
5. What were the measurable monetary benefits of the work? What were the other benefits of the project?
6. How are the results being sustained over time?
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