The Horizons Tracker

JANUARY 11, 2021

Coaching and mentoring have seldom been more popular, with a growing consensus that it can be vital to our career development. Traditionally, the role of the mentor has been filled by an experienced colleague who can provide us with the wisdom they’ve gained over their careers. first appeared on The Horizons Tracker.

Bottom-up 91

Bottom-up Mentor Consensus Call Center 91

Let's Grow Leaders

JUNE 13, 2016

When asked if the training job was not available, if he would be willing take a call center manager job for a few years. Before starting LGL, I made a career of dramatic cross-functional moves within Verizon- but I didn’t apply for them all at the same time. He appeared desperate. Do Your Homework.

Cost 180

Cost Call Center Workshop Training 180

Decker Communication

JUNE 28, 2021

I’ve been lucky enough to manage people for most of my career. I started right out of college at an insurance company with a small team and it blossomed from there. While I loved all my roles, one in particular really helped me grow as a leader — managing a call center in financial services.

Call Center 52

Call Center Energy Tools Participative 52

Skip Prichard

JANUARY 14, 2020

Company culture is a hot topic of business discussion, dilating a lot of pupils and inducing heavy breathing in the board room. I blame many of these dubious ideas on the many stories about flashy cultural elements that are, in my opinion, coincidental to a company’s greatness. Outstanding Customer Service Cultures.

Airlines 115

Airlines Mission Statement Customer Loyalty Mayo 115

Strategy Driven

JUNE 19, 2014

We sent out a survey (which we still do today) to ask our employees about the cleanliness, the temperature in the building, the security, the lighting, the management, the pay, the incentives, the likelihood that they’d leave if another company offered them more money, all-in-all we had about twenty five questions. The 10-minute meeting.

Call Center 117

Call Center Incentives Library Document 117

Coaching Tip

JULY 21, 2016

The national survey was conducted online by Harris Poll on behalf of CareerBuilder between May 11 and June 7, 2016, and included a representative sample of 3,244 full-time workers in the private sector across industries and company sizes. Chances are that your career stability is less solid than you'd like to believe.

eBook 70

eBook Call Center Consultative Sample 70

Lead on Purpose

NOVEMBER 10, 2012

Through strategic leadership, a leader can guide a group or company through transitions, suggest creative yet practical ideas, see the big picture, and build relationships with other teams and organizations. Starting with just 10 staff, he built the company into over 5000 staff in just 12 years, serving various high profile clients.

Leadership 227

Leadership Education Short-term Competitive Advantage 227

Surviving Leadership

NOVEMBER 2, 2017

Early in my HR career, I worked for a large Fortune 200 organization that sold pay TV. We were geographically dispersed – call centers, field technicians, and a big ol’ headquarters filling two rather large office buildings. From a Christmas video the company shot. OF COURSE you needed Jerry singing!

Human Resources 75

Human Resources Call Center CEO Career 75

Michael Lee Stallard

MAY 24, 2011

On Wall Street where I spent most of my career, most people are there for the money and status. (I My friend Paul Spiegelman is flourishing as the CEO of Beryl Companies , a private company founded by Paul and his two brothers. The purpose of their work is to serve themselves. I was attracted for those reasons too.)

Content 312

Content Call Center Workshop Learning-by-Doing 312

Surviving Leadership

OCTOBER 29, 2018

This (pretty long) document has evolved over the years and is often cited as an example of how that company just “gets it.” The CFO update in particular was excellent – we learned how the company measured financial success, how to read a basic P&L, and what variable costs employees could help control in their jobs.

CFO 58

CFO P&L Call Center COO 58

Terry Starbucker

JULY 23, 2018

A successful company, A happy team, And a fulfilled YOU. It’s what happens when a leader makes it about “ the team ”, and not about “ the company ”. I started my career as a certified public accountant –because it was the fastest way to a professional paycheck. I did that for 5 years, and then fate intervened.

Leadership 181

Leadership Learning-by-Doing COO Follow-up 181

Miles Anthony Smith

APRIL 1, 2019

This can also include how a company shares information to promote its products and services to customers, but we are going to focus mostly on internal communication. Utilizing positive business communication practices will only benefit your company in the long run. This, in and of itself, is a form of improved employee communication.

Skills 60

Skills Tips Call Center Bottom-up 60

Strategy Driven

NOVEMBER 18, 2015

But first, ask yourself why you want to make a career out of your hobby? When you are your own company, you’re the source of your own success; make sure the journey is worth it. Boil down the essence of your purpose because it will drive you to success. Conclusion. Now more than ever we are encouraged to do what we love.

Simon 50

Simon Self-aware Call Center Agility 50

Women on Business

JANUARY 11, 2011

Your federal small business loan can fund a call center and answering service , linking local talent to employers nationwide. Take advantage of the military spending with a civil construction company. Help the city’s manufacturing workforce transition to the information economy with a placement service.

Press Release 157

Press Release Discount Education Transportation 157

Harvard Business Review

DECEMBER 18, 2013

It used to be that if you wanted to work for a certain company, you went in for an informational interview or waited for a job opening and submitted your resume. These days, you may be better off liking the company on Facebook or joining their Google+ page. They’re actively seeking them out on social media. People Analytics .

Company 9

Company Media Engineering Software 9

Harvard Business Review

APRIL 17, 2015

In this article adapted from their new book, Jerry Davis and Chris White explore what makes some companies more fertile for social innovation — that is, the ongoing (rather than one-off) initiatives that have positive social impact while promoting the core mission of a business. Changing Your Company from the Inside Out.

Innovation 8

Innovation Company Supply Chain Open-book 8

Harvard Business Review

AUGUST 31, 2018

They also generate $1 trillion as consumers and $361 billion in revenue as entrepreneurs, launching companies at 4x the rate of all woman-owned businesses. Developing a diverse leadership pipeline can benefit companies in all sectors. And what factors helped or hindered advancement in their organization? How People Get Ahead.

Management 9

Management Tacit Knowledge Diversity Leadership Pipeline 9

Harvard Business Review

JULY 24, 2013

The company-confidential but widely circulated memo that banned telecommuting stressed the importance of physical proximity for preserving the creative culture that new CEO Marissa Mayer had been trying to build. It''s now been about six weeks since all Yahoo! employees had to start showing up at the Internet giant''s offices every day.

Call Center 8

Call Center Banking Survey Participative 8

Harvard Business Review

AUGUST 3, 2017

And yet her research shows that less than 50% of people see their work as a calling. So many of her students are left feeling anxious and frustrated and completely unsatisfied by the good jobs and careers they do secure. That means you can find meaning in nearly any role in nearly any organization.

Apparel 8

Apparel How To Call Center Retail 8

Harvard Business Review

NOVEMBER 4, 2011

Witnessing the downward-spiral of Carla Sanders' career was painful — yet her experience offers an important commentary on the requirements of executive leadership in today's organizations. Shortly thereafter, the pace of her career progress began to stall. Carla's an actual executive whose name has been changed.).

Proposal 11

Proposal Cialdini Execution Influence 11

Harvard Business Review

JULY 12, 2011

Of course, managers have good intentions: protecting the company from bad choices and creating accountability. Rules allow managers a surefire way to dodge their responsibility and protect their career. Rules are comfort food for management. When something goes terribly wrong, the first response is to add more rules and policy.

Metrics 15

Metrics Film Call Center Guidelines 15

Harvard Business Review

MAY 17, 2016

“When I joined the company, the front line management jobs were the best,” the CEO told us. He had started his career in one of those jobs, as a country manager, and worked his way up. No surprise, the data reflected this struggle: Employee loyalty at the front line was the lowest in the company.

Execution 8

Execution Bureaucracy Self-aware CEO 8

Harvard Business Review

JUNE 7, 2016

One of the great innovations in business, which has held sway since 1976, is the idea that professional managers should have an owner’s mindset—that is, they should treat their company’s money as if it were their own. But there is a problem with the owner’s mindset.

Bureaucracy 8

Bureaucracy Short-term Budgeting Long-term 8

Harvard Business Review

JUNE 26, 2015

These three dimensions of employability and career success have strong links with broad psychological traits. Large call centers are pioneers in this area — for years, they’ve tracked the number of calls and breaks employees take and the customer ratings for each call.

Ethics 8

Ethics Emotional Intelligence Benchmarking Hotels 8

Harvard Business Review

FEBRUARY 9, 2011

For instance, 82 percent of the companies on Fortune's 2011 100 Best Companies to Work For list offer telecommuting options. Frontier Communications, for example, has found that work-at-home agents are 25% more productive and have double the retention rate of work-in-the-call-center agents. They're spreading far and wide.

Productivity 14

Productivity Products Real Estate Bottom-up 14

Harvard Business Review

OCTOBER 30, 2014

Today, we talk about giving employees a consumer-like experience: not “jobs,” but meaningful careers; not “roles”, but a sense of purpose. and hit the company meditation room or bar at 1 p.m.). HR has evolved into people analytics, and talent management has become the organizational guinea pig for big data.

Talent Management 8

Talent Management Human Resources Taylorism Taylor 8

Harvard Business Review

APRIL 8, 2015

Mid-Career Crisis. Maybe you didn’t start out in your company’s call center, like the super sales manager you’re emulating, but you could certainly work the telephones for a few days. If you discover the knowledge gap is fairly small, that should give you confidence. You and Your Team. Study on your own.

How To 8

How To Learning-by-Doing Conference Knowledge Management 8

Harvard Business Review

MAY 11, 2012

Dench's character lands her first job, drawing on her experience and accumulated know-how to train young Indian call center workers in the subtleties of cross-cultural communications. Next year's The Intern features Tina Fey as the founder of a fashion company who takes on a 70-something mentee.

Outsourcing 10

Outsourcing Film Hotels Open-book 10