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Performance Digest
Aug. 25, 2009
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The Structure Required for Adaptive Change Management
from IT Business Edge
Talk to any project manager and they will underscore the importance of change management support from their colleagues in human resources. They also will share that even when solid capability is brought to the table, they still struggle to include change methodology into initiatives, let alone leverage its value for improved project success. More

Women At Work: An Organizational Psychology Example
from The Examiner
Organizational psychology is typically applied through human resource departments or consultants (change agents), if it is considered at all. However, you could use it to examine just about any problem or issue thatís related to work or careers. More

Five Pitfalls to Avoid with Performance Management Dashboards
from Federal Computer Week
Performance management dashboards have been drawing a lot of interest lately, including from federal Chief Information Officer Vivek Kundra. He believes that gathering key performance data and presenting it in an easy-to-grasp fashion on a dashboard can help the public keep better tabs on the government and help agency decision-makers manage resources more wisely. More

Get Hired in Four Easy Steps
from ABC News
Despite what some think, landing a job during a recession is not an impossible feat. There are openings out there, and the search for top talent is ongoing. Increased competition may slim your chances, certainly, but it won't stamp them out. You can get an offer, with a few smart strategies and a heavy dose of hard work. More

Improving Customer Contact Quality
from Energy Pulse
Call quality monitoring is one of the most effective methods for improving the level of service you provide to your customers. Call quality monitoring refers to the process of listening to or observing an agent's phone conversations or other multi-media contacts with customers. While companies can measure customer satisfaction through customer focus groups, customer contact follow-up telephone surveys, and written satisfaction surveys, the results are often not timely enough or detailed enough to help individual agents understand their impact or contribution. A call monitoring session on the other hand, if done correctly, can instantly deliver a wealth of customer information, gauge individual agent performance and reveal a lot about your business processes and policies. More

Employees Who are Engaged in Their Work Have Happier Home Life
from Science Daily
A Kansas State University study shows that invigorated and dedicated employees carry over their positive work experiences for a happier home life. More

Performance Analytics: Critical Roles, Critical Needs
from News Factor
Performance analytics is being deployed effectively to reduce costs. One of the prime areas that companies are using it for is shrinking live agent zero-outs from voice self-service and calls from customers frustrated with Web sites, as this has enormous ROI. Interaction costs with self-service are a fraction of those handled by live agents. More

ISPI Member-Get-A-Member Referral Program: The Power of One
from ISPI
ISPI understands the power of professional networking. That is one of the cornerstones of our organizationís history. We want to continue to provide our members with a network of talent and resources that understand Human Performance Technology (HPT) methods, tools, and techniques.

That is why we are asking YOU, through The Power of One, to reach out to your network and refer new talent to ISPI. You can introduce your colleagues to all the benefits of ISPI membership including educational and networking opportunities, publications, career development, and so much more while helping to grow Your Society. More

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