Training at IBM's Human Resource Service Center: Linking people, technology, and HR processes

IBM's Human Resource Service Centre (HRSC) delivers centralized human resou rce operational support to over 500,000 IBM employees and retirees (includi ng spouses and dependents). Its success is attributed to a skilled workforc e focused on technology and end-to-end HR program support. Technology allow s the Centre to handle high volumes of customer requests while offering sel f-service options and tiered support. Training is key to delivering quality service centre support. This article describes the HRSC's methods to train customer service representatives and program specialists as well as the tr aining challenges. (C) 1999 John Wiley & Sons, Inc.