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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
How and When to Empower People
Employee involvement is creating an environment in which people have an impact on decisions and actions that affect their jobs. Employee involvement is not the goal nor is it a tool, as practiced in many organizations. Rather, it is a management and leadership philosophy about how people are most enabled to contribute to continuous improvement and the ongoing success of their work organization.
Monday, 10 September 2007
Employees Are Most Important Customer Service Asset
According to new research, organizations that have excited and passionate people are more likely to create a service-focused culture that delivers great customer service. And having a customer-focused workforce means that organizations must treat their people well so they, in turn, will treat their customers well.
Monday, 10 September 2007
Twelve Ways Small Business Owners Can Keep Their Best Employees
Every entrepreneur knows the hectic lifestyle that comes along with starting and running a company. But this work schedule affects employees. They don't enjoy the long hours or the days and nights they must unexpectedly come into the office to handle emergencies.
Wednesday, 29 August 2007
Employee's Willingness To Change Key To Performance Improvement
Counseling and disciplining employees to bring out their best performance is a concept similar to the old joke: "How many monks does it take to change a light bulb? Only one, but the light bulb has to want to change."
Wednesday, 29 August 2007
Businesses Need To Bolster Efforts To Keep, Nurture Eager Gen Yers
The fact is that if companies don't figure out a way to develop these star performers, they will leave your companies and find another place where they will grow and develop. One consultant wrote recently, "companies must find a way for employees to leave without really leaving your company."
Tuesday, 28 August 2007
Talent Management As A Tool
The announcement that former Home Depot CEO Bob Nardelli was being tapped for the top job at Chrysler is another indicator that the battle for talent at every level of an organization is becoming fiercer. How can companies attract new talent and prevent its best and brightest from jumping ship? Organizations that properly manage talent, regardless of title or skill level, often have the most success at keeping their employees loyal.
Friday, 24 August 2007
The Cost Of Employee Under-Performance
What's an employee worth? Should we measure it? Can we measure it? It is said of philistines that they know the price of everything and the value of nothing. Shrewd managers need to know both the price and the value of their employees. Indeed, it is difficult to see how they can make sound decisions without doing so.
Friday, 24 August 2007
Great Ideas: Four Employee-Coaching Essentials
To coach your staff successfully, you need the right instruments for the task at hand, says Gregg Thompson, president of Bluepoint Leadership Development, a training, consulting and coaching company. In Unleashed!: Expecting Greatness and Other Secrets of Coaching for Exceptional Performance, he identifies the four essentials for guiding your employees to superior performance:
Friday, 24 August 2007
More Firms Base Raises on Performance
Employees who want a hefty pay raise or bonus will need to sweat a little more to get them. More companies are basing bonuses and pay raises on job performance, according to new research. Employers are expected to hand out annual pay raises of 3.8% for 2008, about the same as in 2007
Friday, 17 August 2007
Workers' Pay Raises Won't Be Much In '08
Workers hoping for big raises next year are in for disappointment. Employers will be holding the line on pay increases, following a trend of reining in compensation costs to stay competitive.
Tuesday, 14 August 2007


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