Harvard Business Review

JULY 17, 2012

We know of one retail bank that gave their call center representatives the edict to "delight" customers and permission to waive up to $150 in fees for any customer without seeking any additional authorization. He removed call center scripts, traditional behavior-based quality monitoring metrics, and limits on average handling time.

Customer Loyalty 15

Customer Loyalty Loyalty Banking Call Center 15

Harvard Business Review

JULY 17, 2012

We know of one retail bank that gave their call center representatives the edict to "delight" customers and permission to waive up to $150 in fees for any customer without seeking any additional authorization. He removed call center scripts, traditional behavior-based quality monitoring metrics, and limits on average handling time.

Customer Loyalty 12

Customer Loyalty Loyalty Banking Call Center 12

Harvard Business Review

DECEMBER 25, 2013

He was suddenly responsible for many thousands of call-center employees. Even though American Express was well-known for its outstanding service, the company at the time regarded Bush’s organization purely as an expense, and it followed the conventional command-and-control model in its call centers.

Call Center 9

Call Center Attrition Cost Center Learning-by-Doing 9

Harvard Business Review

OCTOBER 26, 2016

Will we all be working out of call centers or supermarket kiosks next year? It’s going to require a huge marketing push and some big shifts in staffing, which could result in even more attrition—not just us old folks, but even some of the younger people who like the way we do business now.”

Case Study 8

Case Study CEO Banking Agility 8