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Skills framework gives call centres a boost

first_imgE-skillsUK has developed a careers and skills framework for the call centre industry,designed to raise the level of training activity and improve the sector’simage. Formedfrom the merger of ITNTO and e-business NTO, e-skills UK has been approved tomove to the development stage to become a Sector Skills Council, with callcentres part of its remit. ItsCall2Contact business unit has worked with consultancy Accenture to find outfrom a wide cross-section of around 80 employers, professional bodies and stakeholderswhat the important skills issues are and to develop a strategic plan for futuresuccess. The resulting framework identifies sets of skills and knowledge andlinks them to job roles and career paths that contact centre staff – from newentrants to managers – can pursue.Theaim of the framework is to make UK contact centre professionals better skilledand motivated so they can deliver higher levels of service to customers andmake Britain a centre of excellence within the industry.Mappingskills against national occupational standards has enabled the prospective SSCto identify gaps in the national standards and qualifications framework. Itwill help check that existing training provision is fit for purpose andrelevant to employers.  E-skillsUK is keen to work with employers on implementing the framework and receivingfeedback on its use.Theframework has the backing of the Call Centre Association and the Call CentreManagers Association, together with many in-house and outsource groups. PaulineNewbury, UK HR project manager at outsourcing provider Sitel will beimplementing the framework across the company’s five sites, which employ 2,500people. It will bolt on to Sitel’s existing training processes and deliver anumber of benefits. Forfurther information contact Andrew Palmer at [email protected]; Tel:020 7963 8920; www.e-skills.comByElaine Essery Skills framework gives call centres a boostOn 1 Oct 2002 in Personnel Today Previous Article Next Article Related posts:No related photos. Comments are closed. last_img read more

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Firefighters’ pay talks to resume

first_img Comments are closed. Talks aimed at settling the firefighters’ pay dispute are expected tocontinue at conciliation body Acas this week. Discussions between Fire Brigades Union officials and representatives fromthe Employers Organisation for Local Government have been on hold over theChristmas period. The talks follow the publication in December of the independent review offire service pay and conditions by Sir George Bain, which calls for HR in thefire service to be radically overhauled. It claims the fire service only payslip service to diversity (over 95 per cent of staff are male), and bullying isstill too widespread. Bain wants the number of local HR staff increased to help managers altershift patterns, the introduction of flexible and part-time working arrangementsand different levels of staff deployed at various times of day. Val Shawcross, chair of the London Fire and Emergency Planning Authority,said: “The best strategy for providing effective fire cover in a denselypopulated area is very different from that of providing best cover for thebusiness and entertainment capital. We need flexibility to recognise and adaptto those differences.” However, the FBU has dismissed the report as an irrelevance as it proposesonly a 4 per cent pay increase this year, and a further 7 per cent next year –well short of the union’s demand for a 40 per cent pay rise. www.lg-employers.gov.uk Previous Article Next Article Firefighters’ pay talks to resumeOn 7 Jan 2003 in Personnel Today Related posts:No related photos.last_img read more

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AG Curtis Hill Assails Effort To Overturn Entire Slate Of Indiana Abortion Laws

first_imgAttorney General Curtis Hill this week filed a brief in U.S. district court refuting arguments by Whole Woman’s Health Alliance that 25 sections and sub-sections of Indiana law dealing with abortion are unconstitutional.“Indiana’s abortion regulations are carefully designed to further our important and legitimate interests in expressing respect for fetal life and promoting women’s health,” Attorney General Hill said. “At the same time, our laws respect the woman’s ultimate decision whether or not to bear a child. The federal district court should protect the delicate balance fashioned by the Supreme Court’s abortion precedents.”Late last year, Whole Woman’s Health argued in a court filing that the entirety of Indiana’s abortion legislation imposes an undue burden on a woman’s right to choose whether or not to bear a child. At the heart of the abortion provider’s argument, Attorney General Hill said, is a gross misinterpretation of the U.S. Supreme Court case Whole Woman’s Health v. Hellerstedt.Whole Woman’s Health’s latest claim, he said, “represents an attempt by an abortion provider to exploit the Supreme Court’s decision as a weapon to strike down entire state regulatory regimes, even if those laws have been enforced and upheld for years.”The abortion provider’s expansive claims show disregard for existing case law, he added.“Indeed, Whole Woman’s Health’s approach cuts to the very heart of the Supreme Court’s abortion jurisprudence,” Attorney General Hill said. “It assumes no abortion dispute can ever be truly settled, claiming that no matter how many times an abortion regulation is upheld, it can always be challenged again — at trial — on the grounds that changed circumstances have made the previously valid law unconstitutional.”Whole Woman’s Health’s contention that Indiana law creates undue burdens on the right to an abortion is based on unfounded speculation rather than the actual effects of Indiana’s regulations, Attorney General Hill said. Whole Woman’s Health, he noted, has even conceded that it failed to show that Indiana’s laws have prevented Hoosier women from accessing abortion.“If accepted, these arguments would throw abortion jurisprudence into chaos,” Attorney General Hill said.FacebookTwitterCopy LinkEmailSharelast_img read more

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Ocean City Approves $750,000 for Skateboard Park

first_imgREAD MOREOcean City Skateboard Park: Latest Design and SiteCrowd Turns Out for Skateboard Park MeetingOcean City Gets $500,000 Grant for Skateboard ParkNIMPS, not NIMBYs, in Ocean City Skate Park DebateGroup Zeroes in on Skate Park Site for Ocean City__________Sign up for OCNJ Daily’s free newsletter“Like” us on Facebook The proposed site for the new Cape May County Skate Park in Ocean City is adjacent to the Ocean City Fire Department between Fifth and Sixth streets, West and Asbury avenues.City Council on Thursday approved spending $750,000 and borrowing $712,500 to build a skateboard park on city-owned land on the 500 block of Asbury Avenue.Council passed the first reading of the bond ordinance in a 6-1 vote (with Fourth Ward Councilman Pete Guinosso dissenting). A public hearing and second reading of the ordinance is scheduled for Dec. 4.Ocean City will be reimbursed $500,000 from a Green Acres Cape May County Recreation Grant that was announced in September, and council had already approved a capital plan that calls for borrowing $250,000 for the project.The ordinance is perhaps the last major obstacle in an effort to replace a city-owned skateboard park at Sixth Street and the Boardwalk that was dismantled in 2011 for safety concerns.Advocates for the project envision a state-of-the-art concrete facility that will “stand the test of time” and provide both an important recreational outlet for youth and families, and a visitor attraction. The park will be constructed on city-owned land atop an existing parking lot adjacent to the Ocean City Fire Department. The site is bounded on other sides by the Ocean City Primary School, the Ocean City Tabernacle and the Gabriel Building Group.If the second reading of the bond ordinance passes on Dec. 4, the next steps would be procedural — Council would approve specifications for bids from contractors and later approve a contract. The park possibly could be in place as early as spring 2015, according to Councilman Mike DeVlieger.Supporters of the park, young and old, packed City Council Chambers in a show of support for the project with many speaking during public comment.Tom Heist noted that Ocean City has a long history of supporting recreation — from tennis to shuffleboard to a model Community Center.“As times change, so should we,” he said.“I ran for council as a young parent concerned about making this a better place for our kids,” DeVlieger said in support of the project that he has championed.He said the park will be a “family affair” that celebrates Ocean City’s surfing culture. And he said that the $72,500 in additional annual parking revenue generated atop the site where the old skateboard park stood will help pay for Ocean City’s share of the new park.“My goal is to get people to come to town and to stay in town,” Councilman Mike Allegretto said of the new facility.Guinosso argued that the project is too expensive and too distant from his Fourth Ward at the southern end of the island“If anything should happen, it should be in the middle of the island,” he said.last_img read more

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Dried fruit pricing

first_imgRaisins: California has significantly increased exports this season from a reduced total crop. The development of the new crop in Turkey is not quite as good as earlier reports suggested. Given Turkey’s major loss of raisin business to California this season, weather permitting at harvest, it is highly likely that Turkey will aim for optimal raisin production.Sultanas: Although reports of widespread damage, due to a series of frosts, spooked prices in late March and early April, this was short-lived, largely due to the ongoing realisation by Turkish packers that their weekly and season-to-date sales year on year, were running a worrying 20%-plus lower than for the same period last year.Currants: Origin prices (in Greece) on the current crop have increased on the back of a tightening stock scenario, although prospects for a good size new crop continue, with expectations of at least 30,000mt widespread. For the UK, at least, the origin strength has been offset by the weakness of the euro against sterling.Apricots: Prices have remained stable, despite an ultra-gloomy forecast due to varying reports of earlier frost damage. This suggests that local farmers and processors are more optimistic and ’private’ reports predict a figure closer to 80,000mt.l Based on information provided by ingredients supplier RM Curtislast_img read more

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Allied scoops Premier’s lost Co-op contract

first_imgAllied Bakeries has won the multi-million-pound bread contract for own-label bread lost by Premier Foods – as rumours mount the food group is looking at options to sells its bread business.Following a review of its contracts, the supermarket firm has decided to change its contract next year from British Bakeries’ Hovis brand, one of Premier Foods’ Power Brands, to Allied Bakeries, which will be responsible for supplying the majority of The Co-operative’s own-label bread, as well as a significant proportion of branded bread and morning goods.The move comes as Premier Foods announced this week within its interim management statement it would not be renewing a bread contract with a major retailer in mid-2013.Mike Osmond, commercial director, The Co-operative Food, said: “The switch to Allied will ensure we continue to provide our customers with the very best own-label bread, made from 100% British wheat, at a competitive price, and that we can maintain high levels of availability, quality and value across our entire bread and mornings goods range.“While we have enjoyed a good working relationship with British Bakeries over a number of years, the move to Allied Bakeries has been made in the best interests of our customers and members.”A spokesperson from Premier Foods told British Baker this morning that it would not confirm whether it was the company’s or The Co-operative’s decision not to renew the contract, and stood by its initial statement published as part of its financial results that the own-label bread contract had low margins and high costs associated with it.National bakery Warburtons and regional suppliers, such as Roberts and Braces Bakery, will also continue to supply the supermarket.British Bakeries’ owner Premier Foods, which has more than £1bn of debts, has been busy selling off parts of its business. The possible sell-off of the bakeries division is part of a review that kicked-off earlier this year.last_img read more

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Book your tickets now for the Baking Industry Awards

first_imgGiddyup folks! Book your tickets for the biggest hoedown in the bakery calendar – British Baker’s Baking Industry Awards.The Wild West-themed awards ceremony is going to be a night to remember, pardners, and will be hosted by West End and TV star Denise van Outen.Van Outen – who found to fame on Channel 4 ’s The Big Breakfast in the 1990s – will take to the stage at the London Hilton on Park Lane on 6 September.She will be will presenting awards recognising industry achievements in 11 categories:Baker of the Year – sponsored by Brook Food Processing EquipmentBakery Manufacturer of the Year – sponsored by SonneveldBakery Innovation of the Year – sponsored by European Process PlantCelebration Cake Business of the Year – sponsored by RenshawFree-from Bakery Product of the Year – sponsored by IngredionSupermarket Bakery Business of the Year – sponsored by Lantmännen Unibake UKSpeciality Bread Product of the Year – sponsored by BakelsThe Craft Business Award – sponsored by Dawn FoodsThe Customer Focus Award – sponsored by CSM Bakery SolutionsThe Rising Star Award – sponsored by RondoOutstanding Contribution to the Baking Industry – sponsored by DélifranceAs well as offering great food and excellent entertainment, the awards night is a fantastic opportunity to network with the biggest names in Britain’s baking industry.Tickets cost £285 plus VAT. A table of 10 costs £2,575 plus VAT. To get yours now, go to www.bakeryawards.co.ukFor more information, contact Elizabeth Ellis on 01293 846593 or [email protected]last_img read more

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Electric Forest Starts Unveiling 2018 Lineup With Crazy Puzzles At Pop-Up Concert

first_imgElectric Forest has become one of the most innovative music festivals of our time. In the past, the festival has announced its highly anticipated lineup in non-traditional formats, like in 2016, when they mailed out envelopes with names of artists to select fans and let social media do the rest. After expanding to two weekends last year (which demanded a more traditional announcement), Electric Forest is back with another unorthodox lineup announcement for 2018.Electric Forest’s New ‘Wish Machine’ Can Grant Your Festival “Wish” In Exchange For Charity WorkAs detailed by a Reddit thread, on Sunday night, Ann Arbor, Michigan’s Club Necto hosted a special pop-up event put on by the Electric Forest folks, which culminated in a performance by Space Jesus. Electric Forest used the event as a means to begin revealing the artists on its 2018 lineup, transforming the club into a puzzle room of sorts. As told by redditor /u/Supersighs, “Throughout the venue there [were] many posters were on the wall saying “Performer” is playing Electric Forest 2018. There was a special bar menu with clues to different acts playing. A little burlesque show that revealed some acts. There was a different number on each Men and Women bathroom mirror that if you called, had an artist saying they’re excited to be playing EF2018. The toilet paper had a word scramble all over it revealing an act. There was also a word search projected on the building also revealing some acts.”The folks over at Reddit have been keeping tabs on the artist revealed at last night’s pop-up show. Here’s their list of artists confirmed for Electric Forest 2018 (though keep your eyes peeled for more announcements, as there are still upwards of 100 artists left to be announced!):Everyone OrchestraSpag HeddyNonameXavier RuddRufus Du SolKarl Densons Tiny UniverseManic FocusChromeoHayden JamesSodownSunSquabiFruitionClozeeBoogie TLouis the ChildMisterwivesGryffinCookie MonstaG JonesBukuPenguin PrisonYookieEpromJody LitvackSpace Jesus[H/T YourEDM; Photo: Adam Straughn]last_img read more

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Steve Kimock & Friends Announce 25th Anniversary Northeast Run

first_imgVeteran guitarist Steve Kimock has announced a special Steve Kimock & Friends Northeast run in celebration of the group’s 25th anniversary. The lineup for the upcoming 2019 fall run with feature longtime collaborators from throughout Kimock’s impressive career, including keyboardist Jeff Chimenti, bassist Reed Mathis, Steve’s son and drummer John Kimock, along with unannounced special guests.Steve Kimock & Friends will open up the run at Ridgefield, CT’s Ridgefield Playhouse on Wednesday, September 25th, followed by performances at Beverly, MA’s Cabot Theatre (9/26); New York City’s (Le) Poisson Rouge (9/27); and Ardmore, PA’s Ardmore Music Hall on Saturday, September 28th.The show announcement notes that the band will also share some new music throughout this run, along with a plethora of material from Steve’s extensive catalog.Head to Steve Kimock’s website to grab your tickets now!Below, you can get a taste of what’s to come with a video of Steve Kimock & Friends performing “Five Before Funk” at Sweetwater Music Hall earlier this year. Subscribe to Kimock’s YouTube page for more new video content coming soon.Steve Kimock & Friends w/ Jeff Chimenti, Reed Mathis, John Kimock – “Five Before Funk”[Video: Steve Kimock]last_img read more

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3 Things to Consider Before Going All-In on Public Cloud

first_imgHow much of your business is run in the public cloud?You’ll probably say somewhere between none and all. Only a tiny fraction of businesses run either all on-premises or all in the public cloud. For the most part, IT departments just aren’t at the extremes. They run a hybrid infrastructure – a mix of on-premises and public cloud compute. But, why?Some businesses run a hybrid infrastructure because they choose to.They don’t listen to hype like “the data center is dead.” They rationally looked at their environment, their industry, their business, their objectives, and their workloads to decide what’s best for them. They discovered that a hybrid IT model provides them with the most of many things. Things like flexibility. The most control over things like security and costs. If you were to ask, they’d tell you they run a hybrid infrastructure because certain workloads are more suited for running on-premises, while others are better suited for the public cloud.Some businesses run a hybrid infrastructure because they have to.They are on a journey to move everything to the public cloud. But not everything is movable, yet. So they are stuck. The number of applications running on-premises is dwindling, but they still have to keep the data center operational. These businesses spend a big chunk of their effort trying to abandon their on-premises infrastructure.Why are some businesses planning to move everything to the public cloud?For some, the public cloud’s sweet siren songs about things like unlimited capacity and scalability are irresistible. Others see the public cloud as a cure for what ails their on-premises data center. It’s important to remember that an all-in public cloud approach doesn’t immunize you from all the problems plaguing your on-premises environment.Changing people, process, and technology in current on-premises environments is hard. It can be really hard with outdated IT equipment and no upper-management support for investing in the data center. So, they opt for a clean slate to draw their future.Regardless of the reason, if this is you, or if it’s your company’s strategy, here are 3 things you really say when you move everything to the public cloud.“We don’t need a workload placement strategy.”Public clouds have amazing capabilities and you should take advantage of them. However, with an all-in public cloud approach, you are guaranteeing that no other environment is better for a particular workload. Governance, risk management, and compliance analysis may suggest that running an application on-premises is optimal. Maybe service quality can be improved with infrastructure closer to home. With an all-in public cloud approach, you don’t get to make those assessments. You don’t need a workload placement strategy because nothing is run on-premises.“It’s actually better to put all our eggs in one basket, because we get more out of it.”It’s true that it’s much easier to learn one technology and deal with one vendor. You’re able to go deep and take advantage of a lot of features. But, it’s rarely advised to give anything or anyone too much power or control. No one wants to be vulnerable to a supplier driving up prices. The tech industry has largely moved away from proprietary technology as customers try to avoid lock-in. With an all-in public cloud approach, you put all your eggs in one basket. To get the most out of a move to the public cloud, you select a primary public cloud vendor and use as many of their key services as possible. These key services are proprietary and the cost to switch to another public cloud or back on premises is high.“Deploying compute or having data repositories at the edge won’t be necessary.”The use cases for the edge are just now coming into focus for business. IoT and 5G are driving much of this. Some experts predict that edge intelligence will be so massive that it will usher in the end of cloud computing. Who knows? What’s clear is that the edge is still a little fuzzy for businesses to predict exactly how it will affect them. Edge deployments of compute and data repositories will make the most sense in many cases. For instance, sending huge amounts of data to the cloud for processing may take too long. Instead, data is collected and analyzed locally, in real-time, and only the resultant data is sent to the cloud. With an all-in public cloud approach, all use cases at the edge aggregate data and move it to the cloud for processing and analysis.The businesses who choose to run a hybrid infrastructure think of their data center as an investment, not a cost. They maximize their placement options for each workload without sacrificing flexibility, agility, or scalability. In many cases, they actually gain from running the workload on-premises compared to the public cloud.Maybe it’s time to rethink your journey to 100% public cloud. Maybe now is the time to change course from feeling burdened by a hybrid infrastructure model to being empowered by it. IDC considers the hybrid approach to be the most pragmatic and effective in the short and long terms.[1]Dell Technologies can help you navigate how to do hybrid well. Start by downloading and reading the ebook, Developing an Effective Workload Placement Strategy. It’s a guide to help you choose where to run your workloads – in the public cloud or on-premises.[1] Source: Workload Placement Separates the Winners from the Losers in IT, an IDC White Paper Sponsored by Dell EMC, 2019.last_img read more