workforce management

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Service Culture: Create a Culture Change Your Employees Will Support

“I came to see, in my time at IBM, that culture isn’t just one aspect of the game, it is the game. In the end, an organization is nothing more than the collective capacity of its people to create value.”  – Louis Gerstner, IBM Your business has been growing; however, you’ve begun to notice some things in the day-to-day operations that are causing concern. After… View More

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Three C’s to Hiring Customer-Focused Field Engineers

“We believe that customer service shouldn’t be just a department; it should be the entire company.” - Tony Hsieh, Founder and CEO of Zappos.com As an extension of your company, field engineers are more than just a problem solvers; they’re also the customer service department in action. Timeliness is essential to both your customers and your bottom line. Though technology is helping to… View More

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Refresher for Effective Job Posting

If you are an employer, you’re most likely feeling the pinch of the skills gap. According to ManpowerGroup’s 2015 Talent Shortage Survey, 32 percent of employers in the United States reported trouble filling jobs last year. And the news from the U.S Department of Labor is not encouraging either: It predicts a shortage of more than 35 million skilled and educated workers over the next 30 years. However, this is great… View More

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The Effect of the Skills Gap on the Labor Force

Technology is rapidly changing the way that businesses operate. While there are certainly benefits that result in improved productivity and more efficient operations, it is also contributing to a widening skills gap between open positions and the number of skilled, qualified prospects that are available to fill them. This is resulting in a scramble to meet operational needs and a shortage of coverage in the field to meet customer… View More

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7 Keys to Combating Employee Churn

Employee turnover could be costing you more than you realize. While the financial cost of replacing employees can total thousands of dollars a year, the residual effect of high churn on remaining staff and customers could add up to even more significant losses for your company. According to the Society for Human Resource Management (SHRM)/Globoforce 2015 Employee Recognition Report, employee retention/turnover is the… View More

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Valuing Employees Creates Loyalty and Stability for Field Service Companies

Google co-founder Larry Page believes it is important that a company be a family—that employees genuinely feel like they are part of the organization and that they know executives care about them. It might explain why Google has taken the top spot in Fortune’s 100 Best Companies to Work For list six times. Page has worked hard to create a culture that endears him to employees, as evidenced last year when he was named best… View More

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Improved Visibility across your Organization

Managers with responsibility for operational and service areas of the business, need to know what is happening in their organization at any time, that is a given. The manager needs to have this visibility, from wherever they are. Whether they are in the office or out and about they need to have a good understanding of what is actually happening. Not from what was planned for the day or from what they are being told, but what is happening in… View More