This book, edited by a member of the ETHS class of 1966, presents a review of the best practices in Employee Assistance Programs.

Imagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing. They encourage each other, proactively s

How do you hire the best support team? What's the best use of social media for support and service? Should we apologize for the inconvenience? The web's leading