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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
Help Your Employees Set Effective Goals
Most successful businesses have a culture of setting and achieving goals. The concept of goal setting is applicable to both corporate and personal achievement. Although goal setting and measurement could be difficult, the following techniques will make it easy, interactive, encouraging, and motivational.
Tuesday, 29 January 2008
Value Employees As Much As The Bottom Line
Employers across Canada must adapt to a generational shift that is transforming the labour market, warns a leading workplace researcher. And companies that don't "get it" will be replaced by new ones that respect the changing wants and attitudes of young employees, says Prof. Linda Duxbury of Carleton University's Sprott School of Business
Monday, 28 January 2008
Employees The CIA Of Customer Service
Employees make up a company's own central intelligence agency. Creatively tapping into that inner intelligence can lead to valuable process improvements. With all due respect to the consulting industry, one of the best resources for improving an organization's performance is one that companies already have in place: their employees.
Monday, 28 January 2008
Annual Pay Rise Is Becoming Less Common
Almost half of organisations (46 per cent) no longer award employees an across the board annual pay rise or cost of living adjustment. This year’s Annual Reward Management survey reveals that manufacturing, production and private sector service firms are the least likely to provide such a pay rise
Friday, 25 January 2008
How To Reward Employees Effectively
With the season of giving still fresh in our minds, let's talk about rewarding our employees. When an employee deserves special recognition, there are many options. However, I'm constantly amazed by how many transactions I see between employers and employees that don't benefit either side.
Friday, 25 January 2008
Top Eleven Ways To Increase Employee Loyalty
Emotionally connected and engaged employees are the most loyal and productive, according to Allegiance, Inc., a premier provider of Enterprise Feedback Management (EFM) solutions. Allegiance recently identified Eleven Ways to Increase Employee Loyalty to help companies engage employees and reduce turnover.
Friday, 18 January 2008
Top Eleven Ways to Increase Employee Satisfaction and Loyalty
Emotionally connected and engaged employees are the most loyal and productive solutions. Here we have identified Eleven Ways to Increase Employee Loyalty to help companies improve employee satisfaction and reduce turnover. An employee satisfaction survey is a good first step
Tuesday, 15 January 2008
Performance Based Pay
A well-structured incentive program can boost productivity and instill a sense of shared responsibility among employees.
Monday, 14 January 2008
Stress In The Workplace
Work related stress can be described as a pattern of emotional, cognitive, behavioural and physiological reactions that we experience whenever we perceive ourselves to be in a situation in which we are not able to cope with the demands placed upon us. Sources of workplace stress include the workplace, home and the struggle to balance our work and home.
Thursday, 10 January 2008
Customer Service That's Way Up There In Irk Factor
Manning a complaint line requires a certain amount of patience and je ne sais quoi to listen to both sides of a story without succumbing to the urge to throttle the party that is clearly in the wrong.
Wednesday, 09 January 2008


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