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.
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.
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Harvard Business Review
MARCH 12, 2018
And, in my experience working with leaders across the globe, you can reach business objectives while improving the lives of employees. And, because they were more personally connected to the why of their work, each call was substantially more effective – they raised an average of $9,704.58 versus $2,459.44
Harvard Business Review
AUGUST 15, 2016
The linked system allowed for more insight into customers, and managers could use the information to coach employees, to assess whether they had the right tools and resources, and to identify people with innovative ideas and leadership potential. Emma Seppala and Kim Cameron. Which needle do you want to move?
Harvard Business Review
JUNE 20, 2014
The CMOs will need to be much more attuned to the business objectives and strategies of the company in general and the CEO in particular, while the CEO must become more immersed in the customer perspective. Leadership Marketing' Tariq Shaukat, CMO for Caesars, agrees.
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