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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
Supervisors Must Be Trained To Lead
For federal managers and supervisors, better training translates to better job performance. Training programs improve communication, reduce conflict, cultivate efficiency and reduce the overall organizational challenges in the work force. These improvements become more critical as employees are assigned new duties or moved into new positions.
Monday, 30 July 2007
Driving Performance Measurement: Keeping Your Employees on Course
As companies increasingly provide metrics to their employees, they are learning that there can be some unintended consequences that are not so desirable. One of the hot topics in the business intelligence world today is the use of business intelligence capabilities to provide employees with more timely and accurate performance measures. The thought behind this growing trend is to keep all employees focused on maximizing performance by breaking the analysts’ hold on information and sharing it broadly with personnel across the organization.
Thursday, 26 July 2007
Merit Rewards
It's happened to many of us. A co-worker stops by your desk to thank you for a job well done while your boss sits in her office, completely out of earshot. Or the kudos is sent by e-mail, and your happiness fades as you realize your boss isn't on the recipient list.
Wednesday, 25 July 2007
Mistakes To Avoid When Rating Employees
The last few articles have focused on turning performance reviews into forward-focused performance development plans. If you still have to give performance reviews in your organization here are some mistakes to avoid…
Wednesday, 25 July 2007
Don't Fight It: Use Feedback To Improve Skills
Listening to advice or criticism is not easy for most people. In fact, some people just can't accept any criticism, even if it's constructive. In today's business environment, where the landscape is changing rapidly, learning how to accept feedback is a key skill for advancing. Everyone can improve performance.
Tuesday, 24 July 2007
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


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