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RISMEDIA, Jan. 24, 2008-AlignMark, Inc. formally released its’ series of five White Paper’s titled, “Breakthrough Call Center Leadership.” In this series, Dr. Cabot Jaffee, Michael Struth, John Mattone, and Scot Lake clearly indicate that in today’s global economy, it is critically important for all call centers to optimize their investment in human capital. According to Nosa Eke, publisher, Call Center Times, “The AlignMark team has truly written a breakthrough series of articles that will help call center leaders with their talent management challenges. We are looking forward to publishing this Series throughout 2008!”

AlignMark has spent 30 years partnering with all types of organizations across the Globe. In this Series, the AlignMark team conveys the results of literally hundreds of client engagements, focus groups and research: that call centers need to do a better job executing their talent leadership systems (i.e., talent acquisition and deployment; talent engagement and development; talent benchmarking; and talent affirmation and differentiation). However, none of this will occur unless human resource leaders: (1) possess the belief and “mindset” that talent leadership is the most critical variable in driving operational excellence; (2) are able to convince their management teams of the same; and (3) are able to prove that talent leadership accountability must rest with line management and not human resources.

According to AlignMark’s CEO, Cabot Jaffee, Ph.D., “Our focus and unwavering passion at AlignMark is helping our clients optimize the investment they make in human capital. We want our call center clients and prospects to experience: (1) higher levels of employee engagement and retention; (2) higher levels of customer service and quality; and (3) higher levels of revenue and profits.” He goes on to say, “we believe this series will help call centers achieve better outcomes as a result of adopting the correct talent leadership “mindset.”

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