Transforming your shared services centre's attrition rates

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James Nelson, Director of the European Shared Service Centre at Nalco, a sustainability services company, has transformed attrition rates at his centre in Budapest from almost 50% (below average) to just 10% (upper quartile). Sandra Higgison, Content Director at, will ask him to reveal how he has brought about these changes and how Nalco is keeping its shared services’ talent and expertise.