Chart Your Course
SEPTEMBER 23, 2014
Human resources firm Bersin found in a 2012 study that 87 percent of companies utilize tenure-based employee recognition programs, despite research showing these methods are outdated. The Harvard Business Review published the results of a study that followed employees of a Chinese call center called Ctrip.
In the CEO Afterlife
SEPTEMBER 24, 2012
Fast forward to 2012 and “answering e-mails” would surely bite into the time-starved CEO’s work week. If you don’t have a factory, work in the store or the call center or the warehouse or. Sometimes I had to stay late on a Friday to make five telephone calls. I didn’t realize it at the time, but this humanized me.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Women on Business
JUNE 15, 2012
According to the American Express 2012 Global Customer Service Barometer , over half of customers over 81 in 11 countries indicated they have spent more with a company because of positive customer service experiences. You know that providing top-notch customer service is good business practice. But do you know just how good?
Tanveer Naseer
MARCH 8, 2016
When customers opt to be served by a human (for example, passing up self-service on the web to reach out to a company’s call center or passing up an ATM to be served by a teller), those customers look for people who can do things that automation simply can’t.
Harvard Business Review
NOVEMBER 29, 2012
Foreign Policy reports in this intriguing list of the 10 most overlooked stories of 2012. And the bottom dropped out of the Indian outsourcing industry, which contracted as much as 80% while the Indian firm Aegis outsourced its call center — to Dallas. All of which points to a 2013 that looks nothing like 2012.
Harvard Business Review
DECEMBER 18, 2013
Since early 2012, Sodexo, the 20th largest employer in the world, has turned its recruiting focus from job boards to mobile applications. Mobile Recruiting Apps. The company wanted to be on the platforms that Millennials use every day so that younger candidates could easily find them.
Harvard Business Review
MAY 2, 2012
As she navigated through spreadsheets and dashboard screens — each created by a different person for a different purpose — the only constant was the title of the report, "2012 Actuals." Everyone from product managers, to call center reps, to the front-line worker in the branch or store uses information to make decisions.
Expert insights. Personalized for you.
207 
Let's personalize your content