Training at IBM's human resource service center: linking people,technology, and HR processes

IBM's Human Resource Service Center (HRSC) delivers centralized human resource operational support to over 500,000 IBM employees and retirees (including spouses and dependents). Its success is attributed to a skilled workforce focused on technology and end‐to‐end HR program support. Technology allows the Center to handle high volumes of customer requests while offering self‐service options and tiered support. Training is key to delivering quality service center support. This article describes the HRSC's methods to train customer service representatives and program specialists as well as the training challenges. © 1999 John Wiley & Sons, Inc.