The document discusses how personality affects customer service work and the importance of properly analyzing personality traits in customer service employees. It also discusses how new learning technologies are changing how learning and development occurs in organizations and enhancing learning. Finally, it discusses how the growing alternate workforce provides flexibility for companies and a higher return on investment, as well as personal attributes that maximize the impact of successful leaders.

1. Contents July 2011 ● Volume 15 Issue 2
COVER STORY
20 Does persona colour customer service ?
Personality is a natural expression of talent and
plays a very important role or rather matters in
customer interfacing roles, especially in
customer care/service jobs. Thus, proper
analysis and grooming of personality traits of
customer service execs can influence the work
positively and result in higher productivity and
greater quality of service.
64
20
50 Demystifying next learning technologies
Dr. Nick van Dam, Director and a Chief Learning Officer
in Global Talent for Deloitte Touche Tohmatsu Limited
(DTTL) in a tête-à-tête with Human Capital throws light
on how learning technologies are changing the ways of
learning and development and how it is enhancing
learning organizations. He also shares how his book
"Next Learning, Unwrapped" ? unlocks the concept of
technology-based learning through company practices
and shows people how to use it.
FEATURES
34 Growth of alternate workforce
With changing times, the way temping is being viewed has
a great impact on the overall talent management as it
proffers better flexibility and a higher return on investment.
44 License to lead
68
Personal attributes that maximize the impact of the most
successful leaders.
4 ■ July 2011 www.humancapitalonline.com ■