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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
Most Companies Have No Plan To Deal With Impending Brain Drain
In the next 10 years, about one-in-three companies expect 20% or more of their workforce will be eligible to retire, according Monster's recent national survey of 550 HR managers.
Wednesday, 26 September 2007
Does Your Company Need More Ditch Diggers or Stars?
The ditch digger is the steady, unspectacular performer who gets the job done, but isn’t necessarily asking for more responsibility or looking for the fast track up the org chart.
Wednesday, 26 September 2007
How to Determine Employee Compensation
Employee compensation can be a sensitive subject, and people get very passionate when trying to determine the most appropriate compensation plan for any business. Many human-resources concerns need to be addressed, but equally important is understanding the financial aspects of employee compensation.
Monday, 24 September 2007
How Top Companies Breed Stars
The world's best companies realize that no matter what business they're in, their real business is building leaders. Here's how the champs do it.
Thursday, 20 September 2007
Your Greatest Brand Advocates Are Right Under Your Nose
When thinking of brand-building techniques, we consider typical methods of communication through traditional advertising, public relations and Web sites. However, most often overlooked are internal employees or “brand ambassadors,” as I prefer to call them.
Thursday, 20 September 2007
Find Out What Workers Want As Gifts
Motivation guru Bob Nelson has long said that it’s not a reward if the recipient doesn’t value it. His advice to those who create workplace recognition programs is to find out what workers want before assuming that a one-size-fits-all acknowledgement fits everyone.
Wednesday, 19 September 2007
Why Is It So Hard To Say 'Well Done'?
Businesses small and large have always had difficulty retaining talent. Employees enter and exit companies on the same basic premise, maximizing the latest opportunity with the best pay. Supervisors, managers and anyone else in charge of hiring, in their complacency, accept this turnover as the norm even when it could be a clear indicator that maybe people aren't satisfied and would have stayed with the company for something as simple as the occasional pat on the back
Tuesday, 18 September 2007
Your New Hire: Introductions and Expectations
You've made your choice, extended an offer and received the response you want: It's a deal. Congratulations. Now the hiring process enters an important new stage: introductions and expectations. Begin with the end in mind. SMART goals establish your expectations for the probationary and annual performance review
Tuesday, 18 September 2007
Key To Good Customer Service: Happy Employees
While some business owners might say they are too busy to deal with staff problems, others not only acknowledge the need for happy employees, they promote programs that put the team back in teamwork.
Friday, 14 September 2007
Going the Extra Mile to Make Call Center Agents Smile
A starting call center adviser at Beryl makes between $20,000 and $22,000 a year plus benefits. A more experienced call employee makes $30,000 to $35,000. Rather than paying everyone a buck an hour more, company founder and CEO Paul Spiegelman spends "hundreds of thousands of dollars a year" to make work fun.
Monday, 10 September 2007


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