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""Why should my employees and I care about delivering great service? How can I learn more about customer needs and desires? How do other companies deliver superior service? How do I build long-term relationships with customers? The litany of customer service questions goes on and on...Best Practices in Customer Service is a one-stop resource designed to help anyone involved in customer service answer these questions and more. With 35 chapters written by customer service experts, it illustrates best practices in customer service and provides the tools readers need to implement those practices in their own companies. From classic issues like customer retention to contemporary concerns like providing customer service on the Internet, it helps readers: * fully understand the connection between excellent customer service and organizational performance * deliver a higher level of customer service at a lower cost * develop a customer base that fuels growth and profitability.""

"Explains the complexities of return on investment (ROI) and details the benefits of ROI assessment.ROI at Work features examples of ROI application in the government sector along with a variety of other industries, including telecommunications, financial services, technology, and automotive. Analyze real-world case studies and use ROI principles to ensure your programs contribute to the strategic goals of your organization."

"Kinerja perusahaan sangat dipengaruhi oleh kinerja karyawan di perusahaan, salah satu metode yang digunakan dalam rangka peningkatan kinerja karyawan adalah melalui pendekatan manajemen pengetahuan, best practice sharing dikenal sebagai inti dari manajemen pengetahuan, dalam studi yang telah dilakukan sebelumnya terbukti efektif dalam peningkatan kinerja karyawan yang pada akhirnya berdampak pada peningkatan kinerja perusahaan. Penelitian ini berfokus pada peran best practice sharing dengan faktor antesenden dari penerapan manajemen pengetahuan: tacit knowledge, explicit knowledge, teknologi informasi, replikasi dan reward and punishment, yang diduga kuat berpengaruh dalam pelaksanaan sharing best practice di CNA Bank. Penelitian ini juga meneliti pengaruh dari best practice sharing di CNA Bank terhadap peningkatan kinerja karyawan. Hipotesa yang diajukan adalah tacit knowledge, explicit knowledge, teknologi informasi, replikasi serta reward and punishment memiliki pengaruh terhadap best practices sharing di CNA Bank, dan best practices sharing memiliki pengaruh terhadap peningkatan kinerja karyawan di CNA Bank. Model penelitian yang menggambarkan hubungan antara faktor antesenden, best practice sharing dan peningkatan kinerja karyawan melalui pendekatan manajemen pengetahuan diuji melalui penyebaran kuesioner kepada 178 karyawan yang bekerja di divisi sales and distribution di seluruh kantor cabang CNA Bank di Indonesia, dengan respone rate 74,16%. Analisa data menggunakan Confirmating Factor Analysis (CFA), pengujian hipotesis menggunakan SEM. Hasil penelitian menunjukan bahwa tacit knowledge, explicit knowledge, replikasi serta reward and punishment memiliki pengaruh signifikan terhadap best practices sharing di CNA Bank, sedangkan teknologi informasi tidakmemiliki pengaruh signifikan terhadap best practices sharing di CNA Bank. Dari hasil pengujian juga ditemukan bahwa best practices sharing memiliki pengaruh signifikan terhadap peningkatan kinerja karyawan di CNA Bank.

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Company performance is strongly influenced by the performance of employees in the company, one of the methods used in order to improve the performance of employees is through a knowledge management approach, sharing best practices known as the core of knowledge management, the studies that have been done previously shown effective inimproving the performance of employees and company performance at the end. This study focuses on the role of sharing best practices with antesenden factors of knowledge management implementation: tacit knowledge, explicit knowledge, information technology, replication, and reward and punishment, which allegedly influential in the implementation of best practices sharing in CNA Bank. This study also examined the effects of sharing best practices in CNA Bank towards improving employee performance. Hypothesis is tacit knowledge, explicit knowledge, information technology, replication as well as reward and punishment has an influence on sharing best practices in CNA Bank, and sharing best practices have an influence on employee performance improvement in CNA Bank. A research model that describes the relationship between antesendenfactors, sharing best practices and employee performanceimprovement through knowledge management approach is tested through questionnaires to the 178 employees who work in the sales and distribution division in all branches CNA Bank in Indonesia, with respone rate of 74,16 %. Analysis of the data using Confirmating Factor Analysis ( CFA ), testing the hypothesis using SEM. The results showed that tacit knowledge, explicit knowledge, replication as well as reward and punishment has a significant influence on sharing best practices in CNA Bank, while information technology has no significant effect on the sharing of best practices in CNA Bank. From the test results also found that the sharing of best practices has a significant influence on employee performance improvement in CNA Bank."