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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
A Happy Workforce Starts With a Good Handbook
The year-end season is a great time to review the employee policies that will help guide your business into the New Year.
Thursday, 14 December 2006
Changing Employee Bases Require Changes in Recognition
As organizations become more multi-national and multi-cultural, recognition and incentive strategies need to change to better fit the needs of all its employees. Even companies that do not have international operations are finding that their traditional employee base is drastically changing.
Tuesday, 12 December 2006
Stepping Up the Wooing
Tech firms are becoming more creative in devising initiatives to keep employees happy. Sample these.
Monday, 11 December 2006
Six Rules for More Holiday Cheer
December is when many retailers make a huge chunk of their annual sales. With unemployment relatively low this year, adding extra staff is proving difficult for some, which can result in crew shortages and missed sales.
Monday, 11 December 2006
How to Improve Employee Social Skills
A recent USA Today poll found that nearly 70 percent of the people surveyed believe Americans are ruder today than they were 20 years ago.
Thursday, 07 December 2006
The Puzzle of Micromanaging Managers
When we bog senior staff down with mind-numbing procedures, we clearly aren't giving them the trust and support they deserve
Monday, 04 December 2006
Many Disgruntled; May Pack Up
Employers with unhappy workers, take heed: The tables might be turning. The disgruntled are more likely to bolt these days. And no amount of money is going to keep them if they don't feel connected to the company or their work, according to a new study on worker satisfaction.
Monday, 04 December 2006
Sick Workers on the Job Pose Problems for U.S. Companies
As another flu season gets under way, employers are increasingly concerned about the threat sick employees pose in the workplace.
Friday, 01 December 2006
Low Morale Tied to Rise in Unscheduled Absences, Presenteeism
The rate of unscheduled absences rose to 2.5 percent in 2006, the highest it has been since 1999 when it hit 2.7 percent, says a survey that ties unscheduled absences and presenteeism to low workplace morale. Unscheduled absences cost some large employers an estimated $850,000 annually in direct payroll.
Friday, 01 December 2006
The 5 W’s of World Class Customer Service Skills Training
The interaction anyone has at any level with your employees, including you, gives a customer-- whether current, potential, internal or external--an opportunity to make a judgment about you, your company, all companies like yours. I'm not just talking about call centers here.
Monday, 27 November 2006


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