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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
Simple Awards Remain Some Of The Best
The more I work with recognition and rewards, the more I continue to be intrigued with the simple, sincere ways employees use to appreciate each other with a minimum of cost, paperwork and administration.
Tuesday, 03 July 2007
'Generation Me' Enters The Work Force: Do Over-Praised Kids Make For Bad Employees?
Shaped by iconic figures of their time, they're called "generation me." Bombarded, since childhood with affirmations, sheltered from losing in sports, accustomed to a life of instant gratification and crowned with toYs of praise. Now the leading edge of "generation me" is entering the work force.
Tuesday, 03 July 2007
Conduct Performance Reviews For Right Reasons
Performance reviews are great tools to engage, energize and grow employees … if done right. The problem is too many reviews are done for the wrong reasons.
Tuesday, 03 July 2007
Value-Based Benefits Require Measuring Value
The “buzz” among employers today is increasingly focused on making employee benefit decisions based on value, ideally on the returns employers get on their benefits investments. This is by no means a universal approach, however, since it requires first that employers think of the benefits they offer and pay for as investments rather than costs.
Monday, 02 July 2007
Want to Motivate Employees?
According to workplace happiness and customer care expert JoAnna Brandi, one of the top challenges in any business is helping frontline employees to get and stay motivated as they build customer relationships, customer satisfaction and customer loyalty. She offers managers three tips for successfully dealing with this common pain point in business by creating an environment where employees are inspired to be and do their best.
Thursday, 28 June 2007
Stronger Training Urged For Front-Line Supervisors
Investing in training for front-line supervisors at federal agencies will significantly improve employee performance and help agencies meet growing challenges, a public administration specialist said.
Thursday, 28 June 2007
Annual Survey Lists Top Five “Very Important” Aspects of Job Satisfaction
Nearly eight out of 10 employees reported overall satisfaction with their current positions.  Compensation/pay, benefits, job security, flexibility to balance work/life issues and communication between employees and senior management were the top five contributors to job satisfaction, according to employees.
Tuesday, 26 June 2007
CIO Role Is Changing
According to a global study, the role of the Chief Information Officer (CIO) is evolving beyond just technology and computing support to strategy creation and business transformation. The study shows that 84 percent of CIOs believe that technology is significantly or profoundly transforming their industries, yet only 16 percent feel their companies are taking full advantage of IT’s potential.
Wednesday, 20 June 2007
The Work Force of One
For years, companies used standardized human-resources plans for recruiting and managing workers. One set of rules dictated everything from the kinds of benefits and rewards the company offered to how employees were trained and evaluated. That approach made things easier for the human-resources department and ensured a degree of efficiency, equality and fairness
Monday, 18 June 2007
Public Sector Managers Report Low Morale In The Workplace
Morale at work is lowest in the public sector, according to research. The research looked at a number of themes surrounding how managers from across the public, private and not-for-profit sectors view motivation and commitment within their organization.
Tuesday, 12 June 2007


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