Managing People – Recruiting and Motivating a Multilingual Support Organization
by John Hartfield, Manager, Support Delivery EMEA, Rockwell Automation

Rockwell’s project to regionalize its support across Europe took two years and resulted in the development of two new centers that now provide multilingual support across Europe. These centers are part of the company’s global 24 x 365 support operation. This project was then extended to Asia Pacific. Key aspects of the success have been the recruitment and motivation of support staff, extensive investment in staff, training, mentoring and efficient tools customer feedback and successes. This session discusses how to motivate different groups of people, their expectations and problems with relocation, culture, and communicating in different languages.