Home
Membership
Training
Certification
Online University
Events
Career Center
Resources
Consulting
About Us
Contact Us
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
Personality More Important Than Job Satisfaction In Determining Job Performance Success
Job satisfaction has traditionally been thought of by most business managers to be key in determining job performance. The prevailing thought is if you are satisfied and happy in your work, you will perform better than someone who isn’t happy at work.
Wednesday, 23 May 2007
Selling Your Staff on Customer Service
Gen X and Y, born between the early Sixties and the early Eighties -- different people use different definitions -- are the latchkey generations, used to being independent. Supervisors need to motivate and train them in what needs to be done, but shouldn't micromanage them.
Monday, 21 May 2007
Controlling Absenteeism
Excessive absenteeism and/or tardiness can cause both emotional and financial problems for many. In 2005, a national survey found that the average annual cost to employers was $660 per employee. Add to that the staff stress of having to assume the absent person’s workload or arrange for a temp to fill in on a moment’s notice, and you’ll find that morale and production in the dental office are negatively affected.
Friday, 18 May 2007
Developing An Effective Employee Retention Program Is Important
Recently graduated from a top engineering program, Robert had a career on the rise with a large, international specialty-contracting firm. He had successfully completed the company's three-year project manager training program and had become one of their most reliable and promising employees.
Thursday, 17 May 2007
Quality Management: The Three Rs of Business
According to recent research, the number of executive turnovers at North American public companies increased by 68% between 2005 and 2006; between 40% to 60% of high-level corporate executives recruited from outside the company will fail within two years; and at large companies, chief financial officers are turning over at the rate of 22% per year.
Thursday, 17 May 2007
Job Satisfaction Separate From Performance At Work
For decades now, employees and employers alike have followed the motto that job satisfaction determines job performance. Not so, according to a new study by Wright State University.
Monday, 14 May 2007
Understanding Employee Motivation
Employee Motivation has been defined as: the psychological process that gives behavior purpose and direction; a predisposition to behave in a purposive manner to achieve specific, unmet needs; an internal drive to satisfy an unsatisfied need; and the will to achieve.
Thursday, 10 May 2007
Build Brand out of Employee Loyalty
When employees are loyal to their company, their managers, their colleagues and their work, the quality of work is better, the product or service they create is better, and customers are happier because they get better service and products, which makes them loyal to the company.
Thursday, 03 May 2007
Your Call Center Agent Is an Untapped Resource
Before there were computers and email, there was office mail, and most large corporations had a mail department and mailroom. As anachronistic as it might sound, the mailroom was responsible for receiving every bit of mail that came into the company, sorting it, distributing it—and often even reading it, though it is doubtful that was a formal part of anyone's job description.
Monday, 30 April 2007
Wheel and Deal for a Raise
At some point during your career—in fact, probably multiple times—you'll be in a situation that calls for a talk with your manager or a prospective employer about your compensation package, that bundle of offerings that tells you what the company thinks you're worth.
Monday, 30 April 2007


<< Start < Previous 11 12 13 14 15 16 17 18 19 20 Next > End >>
Results 161 - 170 of 426