contents VOLUME 34 / NUMBER 7 AUGUST 2017
FEATURES
Front-line Staff & Customer Relations..................... 20
The link between employee training and corporate
culture, and how that impacts your customer base
The Redefined Role of Sales and What it Means for
the HR Professional.................................................... 24
Recruiting, retaining, training and assessing your
organization’s sales force in the new world of work
Meet the HR Influencers............................................ 36
Anthea Gomez, CHRE
DEPARTMENTS
Letter from the Editor.................................................... 4
Leadership Matters....................................................... 5
What does HR have to do with customer experience?
More than you may think.
Upfront........................................................................... 11
Legal Words.................................................................. 15
Bill 148 amendments
Policies & Procedures............................................... 27
Common Record of Employment mistakes and how to
avoid them
Personal Development............................................... 29
Building emotional resilience
Technology.................................................................... 31
Stop hitting print and join the digital age
Diversity........................................................................ 33
Gender intelligence
24
20
29
By managing and influencing
front-line workers, HR has a
huge impact on an organization’s
customer experiences. When
front-line workers have a poor
view of their company’s culture
or are lacking necessary training,
customers are negatively
affected. Read this issue’s feature
articles about how HR can better
support front-line staff and sales
teams, starting on page 20.
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hrprofessionalnow.ca THE MAGAZINE OF HUMAN RESOURCES THOUGHT LEADERSHIP | AUGUST 2017
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