Word: schwab
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...Charles Schwab, one of the country's leading financial-services firms, is putting that principle into practice at its four regional call centers, in Indianapolis, Ind.; Orlando, Fla.; Phoenix, Ariz.; and Denver. Some 300 of the 3,500 brokers and customer-service representatives at the centers work in the evening or at night, answering calls on everything from account balances to securities prices. When Deborah Maldeney, now a team manager at Schwab's Indianapolis center, joined the company, she took advantage of one of the 40 different job schedules Schwab offered her. She needed to begin work after finishing...
...improve communications, but Lea Ann Cook, a director at the transplant/surgical specialties intensive-care units, noticed that nurses were still frustrated at having limited access to classes and training and "still don't feel in the loop, because [e-mail] can't replace human contact." At firms such as Schwab, management works hard at dealing with night employees just as they would dayworkers...
...third of those involved in the Williams program have reported improvements in their alertness and energy levels. Many other U.S. companies, like Sony Electronics, Brown & Williamson Tobacco and Dow Chemical, are offering their employees innovative programs similar to those at Williams. Some--though not many--U.S. companies, like Schwab, Deloitte Touche, Schlumberger and CSX Corp., even approve of at-work naps to improve alertness...
...that makes regular e-commerce so challenging." Yet it will be December before Merrill Lynch, the company that brought "Wall Street to Main Street," offers its first $29.95 online trade. That will be more than three years after both a tiny upstart called ETrade and the discount brokerage Charles Schwab began allowing investors to trade stock on the Net. "We weren't in any rush because our clients weren't clamoring for it," says Susan Thomson, a Merrill spokeswoman...
Executives at Charles Schwab faced a similar painful trade-off in 1997. In 1996 the discount brokerage developed a separate online unit called e.Schwab. "But customers were understandably confused," says Martha Deevy, senior vice president of Schwab's electronic brokerage business. "The online customers wanted to go into a branch office to talk to someone in person, and the branch customers wanted the convenience of trading online." So Schwab gave the customers what they wanted, uniting the businesses and dropping the cost of all trades to the online price--$29.95. Schwab took a hit in the short run, the price...