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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
In the Office, Emotions Often Count More Than Intelligence
The way you respond to your boss's tirades or a stubborn co-worker may say more about your capacity to succeed in the workplace than cognitive intelligence, new research shows.
Thursday, 09 August 2007
Motivation = Empowerment
Motivation in the workplace isn't about what you do for your employees; it's about the work you empower your employees to do for you.
Thursday, 09 August 2007
Confessions of an Outbound Call Center Agent
If you have high-performing outbound call center agents in your contact center, reward them. Cherish them. Unless you're an overworked air-traffic controller, an emergency medical technician or a kindergarten teacher, your outbound agents' jobs are more stressful than yours will ever be.
Wednesday, 08 August 2007
Are Your Employees Losing Focus and Enthusiasm?
During the latter stages of economic expansion, economists seek out and analyze “early warning signs” which more often than not signal an impending recession. Wouldn’t it be beneficial if in like manner you could identify and address company-specific early warning signs which may portend near-term enterprise stagnation or decline?
Tuesday, 07 August 2007
Organizations To Manage Employee Performance And Rewards
Organizations in Asia are progressively realizing that their critical assets are fast evolving into their most expensive assets and are evincing a greater interest in developing clear metrics that measure returns on compensation, according to the Managing Compensation in Asia 2007 report released by Hewitt Associates, a global human resources services company.
Tuesday, 07 August 2007
Study Shows One in Five HR Directors Measure Training ROIs
About 60% of human resources development departments within global companies believe it is possible to measure the return on investment of their employee development initiatives. However, only 18% measure whether their employee training and development delivers an effective ROI, according to a recent study.
Tuesday, 07 August 2007
How To Boost Underperforming Employees
Question: Our business expanded, bringing issues we never faced before, like more employees, and some who aren't quite pulling their weight. We have high standards, and I'd like to help everyone meet them before I consider firing anyone. Any suggestions?
Monday, 06 August 2007
Retention Is Biggest Challenge
In what could be considered a “troubling statistic”, only 34 per cent of Indian executives polled by the firm believe their employee turnover rate is somewhat or much lower than their respective industry’s average. A recent study also beats the myth that “new economy” companies are early adopters of best global practices when it comes to managing and nurturing a high performing workforce.
Monday, 06 August 2007
Higher Recognition – Getting HR on the board
“Our people are our most important asset”. If I had a pound for every time a CEO uttered that phrase, I would be rich man. Unfortunately they rarely follow that by saying, “And that’s why I’m promoting our HR Director to the Board…”
Wednesday, 01 August 2007
Time Off Is Great Summer Staff Motivator
Thousands of lucky employees at small businesses across the country won't be working this Friday afternoon, or maybe they'll have the whole day off. Many small business owners looking to keep staffers motivated this summer give workers what they really want -- time away from the office.
Monday, 30 July 2007


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