Search results for "workforce management"
showing 2 items of 2 documents
Prioritization of actions needed to develop IT skills among healthcare workforce
2015
Background: Health related information and communication technology is globally an important and growing sector. With the promise of more efficient and cost-effective care, eHealth is becoming a key priority to address the current challenges faced by health systems worldwide. Addressing IT skills for health care workforce is seen as an important element of achieving greater social inclusion. Objective: To identify and prioritize the actions needed to improve the IT skills of health care workforce across the EU from different perspectives of experts in health care. Methods: A diverse group of experts, representing different fields of expertise in health care and geographical locations partic…
Alignment of contact center workforce management implementation with research and ITIL version 3
2010
The purpose of this research is to theoretically validate three contact center workforce management processes models against both the previous research and the ITIL framework version 3. The three models are about processes themselves, processes implementation, and processes and tools implementation together. The research has been conducted in a constructive way. First, the three models that have been used in real-life are described, the relevant ITIL and workforce management research are summarized, and the ITIL framework service lifecycle is explained on the level it is needed. Then, the models are first compared against the ITIL framework and then against the summarized research. The most…