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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
Management Must Communicate With Employees
It’s your company versus the competition. You both have equal talent, equal intellectual capability, and a competitive product/service set. The only difference between the two companies is that the management team at one of the organizations is far superior at communicating and at facilitating cross functional communications throughout their organization.
Thursday, 15 February 2007
Meaningful Hiring, Orientation Programs Key to Long-Term Success
Companies often overlook hiring and orientation programs as prime opportunities to reinforce corporate goals and motivate employees, says Ilene Gochman.
Thursday, 15 February 2007
Managing Reward Strategy Can Pay Off
In organizations where an annual pay increase is the norm, the yearly wage hike is eagerly anticipated by employees. But expectation can easily lead to disappointment
Tuesday, 13 February 2007
Working From Home: It's In The Details
About 14% of the U.S. workforce gets its job done at a home office more than two days per week. That's up from 11% in 2004, and is set to grow to 17% by 2009.
Tuesday, 13 February 2007
Changing Jobs Is Normal During Search For Career Satisfaction
The decision to leave a job isn't easy. How do you know when dreading the upcoming workday becomes more than just fatigue? If you quit, will people think you're a job-hopper? And is complete job satisfaction ever a reality?
Tuesday, 13 February 2007
Pay Unrelated to Performance, Workers Say
The results are in, but what they mean is by no means settled. In a government-wide survey, federal employees were presented with this statement: "Pay raises depend on how well employees perform their jobs."
Tuesday, 13 February 2007
Management Must Communicate With Employees
It’s your company versus the competition. You both have equal talent, equal intellectual capability, and a competitive product/service set. The only difference between the two companies is that the management team at one of the organizations is far superior at communicating and at facilitating cross functional communications throughout their organization.
Tuesday, 13 February 2007
Benefits for the New Workforce
The purported talent shortage, together with a tightening labor market, is forcing organizations to adapt to the changing demographics of the workforce. They are being held more accountable. They are using rewards and recognition. In some cases, they are even offering to buy homes for their employees. Find out just what benefits you might be lucky enough to reap in 2007.
Tuesday, 13 February 2007
Customer Services Scare Customers Away
Rather than providing customers with better care, customer service centers (call centers) may actually be putting them off, as demonstrated in a study of the experiences customers have of call centers.
Monday, 12 February 2007
Leave It To Your Boss
New age firms are more than ready to give employees time off from work so that they can balance office with home.
Monday, 12 February 2007


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