EXPERIENCE OF HUMAN CAPITAL DEVELOPMENT IN UKRAINIAN COMMUNICATION COMPANIES: SCIENTIFIC AND PEDAGOGICAL APPROACHES

The purpose of the article is analysis current trends in development communications and informatization sector Ukraine; consumer behavior clients companies; human capital theories results customer surveys identification companies’ personnel areas; components client-oriented model professional competence personnel. Practical output consist a program personnel, which has been tested 5 companies involved more than 700 participants, its goals stages; recommendations on effective implementation such programs for communication companies.
 It found out that modern Ukraine are: an increase revenues from provision services, dynamics mobile changes structure consumption preferences, intensive introduction technological innovations, reduction number fixed services subscribers, consumers machine-to-machine interaction level market competition. Changes patterns preferences have emerged (increased use Internet (including video content, messaging, online electronic administrative services), increased consumers’ demand converged telecommunications requirements quality service.
 Based theoretical (analysis theories) using SERVQUAL method, it content sphere should cover related to specifics client behavior, means strengthening loyalty existing customers preventing their outflow, technologies lead high satisfaction with service; are client-orientation personnel.
 offered, covers mastering materials distance courses, participation trainings post-training support self-development. experience conducting made possible formulate ensure personnel: need remote interactive learning technologies; ensuring specific organizational pedagogical conditions — increasing motivation continuous competence; updating basis competences; blended learning, coaching simulation participants order effectiveness acquired skills context.