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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 Is Your Next Employer’s Signature Experience?
Beyond the razzle-dazzle of beer bashes and company play days, “every company needs a signature experience that sets it apart.” That’s the thrust of a new Harvard Business Review article called “What It Means to Work Here” by Tamara J. Erickson.
Tuesday, 24 July 2007
Appraisals Made Easy: Do-It-Yourself
Getting staff to assess their own performance may sound like an extreme response to the problem of workplace appraisals. But then the problem with appraisals is extreme. They take different forms in different companies, but what they have in common is that they are usually annual, usually involve a tense exchange between employer and employee, have a knack of being timed to coincide with the employee making a major cockup, and invariably leave both parties depressed.
Tuesday, 24 July 2007
Does Self-Appraisal Make A Difference?
It is a known fact that people rarely see themselves as others see them. Then what is the purpose of doing self-assessment? Most employees question the validity of an initiative which might not have any impact on the final outcome of the performance appraisal process. The obvious question is: does self-appraisal actually make a difference and is able to influence the boss in any way?
Monday, 23 July 2007
Call Center Confessions
The angry customers who cursed at her were bad enough, and the fetish perverts who called late at night to ask what type of shoes she was wearing freaked her out. But the death threats really sent Tina Parcell over the edge.
Friday, 20 July 2007
Mismanagement Of Mobile Workers Can Damage Productivity, Performance And Well-Being
According to a new study, many businesses are in danger of missing out on the benefits offered by mobile workers through the recruitment of inappropriate personalities, poor management and failure to provide adequate communications resources. Mismanagement in particular can have serious implications on the success of a mobile worker -- with under and over communication both having a negative impact.
Friday, 20 July 2007
Ten Tips On How To Be A Great IT Manager
IT managers can easily get caught up in day-to-day operations and activities and lose sight of important management behaviours. Whether you're a new or seasoned manager, the following suggestions can help you be a great IT manager.
Thursday, 19 July 2007
Office Politics: On The Job Training Lacking In Canada
Canada’s envied high standard of living is at risk unless we exploit our greatest untapped resource—the human mind. According to a recent report from the Canada Council on Learning (CCL), Canadian industry is unprepared for success in the knowledge economy as fewer than three workers out of 10 ever receive any training on the job.
Thursday, 19 July 2007
Give Meaning to Employee of the Month Programs
Many companies use employee-of-the-month awards. This award may include a photograph of the honoree with an engraved nameplate in the lobby of the business, perhaps a reserved parking place and/or a small cash bonus. Variations on employee-of-the-month programs are almost endless. At Acapulco Restaurants in Long Beach, CA, the honoree also gets a paid day off. At Gregerson's Foods, a retail grocery chain in Cadsden, AL, the person receives a silver name tag inscribed with that title, the month and year of the award to wear as long as they work for the company.
Wednesday, 18 July 2007
Five Irrefutable, Non-Negotiable Laws of Leadership You Must Know Now
Leaders, new and old, sometimes lose sight of the most fundamental tenets of leadership. Here's a reminder...I frequently tell executives that leadership and its concepts, theories and core applications haven't changed in a millennium. Some of our demographics may have changed. This forces us to use alternative applications of those concepts. But the basic leadership concepts and theories remain.
Wednesday, 18 July 2007
One-Third of Companies Ineffective at Rewarding Good Performance
Workers who feel their good work often goes unnoticed may have a case. More than one-third (35%) of professionals polled recently said businesses are ineffective at rewarding their employees' strong performance. Thirty per cent of managers surveyed agreed.
Monday, 16 July 2007


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