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Institute associates are available to deliver in-depth leading-edge keynote presentations at conferences and company meetings on a variety of Customer Care topics.
PEOPLE
What Will The Employee Of Tomorrow Look Like?
Is the employee of the future going to be a young, be-suited man or woman sitting at a desk from nine to five? Could it be that future workspaces will be made up of meeting space, and the concept of having your own desk at work no longer existing? The notion of nine to five might gradually disappear, with staff working ad-hoc hours around their home commitments.
Tuesday, 18 March 2008
Keep A Focus On Performance Outcomes, Too
I applaud the approach taken by John Mitchell. Having visited with more than 500 hospitals in the past four years, hospital culture is something many chief executive officers suggest they have. In fact, almost all of them would tell you they have a “great culture” or “patient-centered” environment.
Monday, 17 March 2008
Using a Quality of Life Survey at your Firm
The generational changes and diversity of the workforce have changed dramatically in the past 20 years and will continue to change. So many kitchen and bath firm owners and managers are facing the same challenge I am: managing your business’ most important asset – your employees.
Friday, 14 March 2008
Customer Care Institute Names Van Bennekom Customer Care Fellow
The Customer Care Institute today named Dr. Frederick C. Van Bennekom a Fellow of the Institute. Dr. Van Bennekom will develop new tools and techniques to assist Customer Care professionals with their customer satisfaction measurement programs. Dr. Van Bennekom’s experience as an author, lecturer and instructor on service management will add new dimensions to the Institute’s work.
Thursday, 28 February 2008
Seven Things That Will Make You Happy at Work
Ask bosses what makes employees happy at work, and many are likely to think in terms of tangible rewards: a good salary, a pleasant office, generous benefits.
Tuesday, 12 February 2008
Ten HR Resolutions for 2008
It's time to review the past year and think about how to improve ourselves and our workplace for the coming year. Some of us go on a corporate diet and plan to pare down expenses. Some of us vow to work harder and use our time more wisely. Still others plan to get along better with direct reports.
Monday, 11 February 2008
Rewarding Employees Without a Reward Program
Have you noticed that the "Employee of the Month" parking places at many department stores are remaining empty? I can only assume that this particular reward program has been disbanded, but no one thought to remove the sign.
Friday, 08 February 2008
Strategies For Dealing With A Difficult Employee
Forty-four percent of employees say they have worked with co-workers who have abused workplace rules and/or regulations, according to a recent study by the Employment Law Alliance. What options are available for business owners or human resource professionals when dealing with a difficult employee?
Wednesday, 06 February 2008
Listen--Really Listen--To What Employees Say
Part of our business is to facilitate employee feedback forums. In these sessions, we have neutral sessions with employee groups about a variety of topics. Then we provide that information to management so they can have direction on actionable items to make meaningful changes in their company.
Monday, 04 February 2008
How To Find, Evaluate and Train Top Performers
It's important to complete our team with like-minded people who understand the needs of the industry and can offer suggestions and ideas to further the success of the agency. Hiring people who have experience, job skills, personality, willingness to learn and desire to fit in your corporate culture is both an art and a science.
Monday, 04 February 2008


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