In the meantime, the international Quality and Productivity Council regularly has conferences around the country on career development. I'd call for their 800 number and get some catalogues sent to you. You might want to go to a conference, or simply find out who is presenting that you might want to learn from, particularly if you find any presenters from call centers. Dick Knowdell Bob Mehler passed on your question about organizational career development. You may want to look at our web site which is a source for career development books from 90 different publishers.
Information is on their web site .
Lori Shuster Future Technologies is a research and process development company that specializes in help desk and call center practices. We have created a performance development process template that addresses career planning as well as key goals and measures. We believe that customer satisfaction and employee satisfaction are tightly linked. At those meetings there should also be sharing of information regarding the present situation and future projections to the degree possible - especially today, when market and economic trends are so unpredictable. One should explain how the company does all in its power to help each member grow personally and professionally but that this depends on each individual's capacity and willingness to learn, grow and develop.