Let's Grow Leaders

JUNE 23, 2014

Shelly (not her real name) was completely frustrated with her team’s call center results. She’d brought in extra training, introduced a clever incentive program, stack ranked and managed the outliers, implemented every best practice she could find, and even invited her boss in for a quick motivational talk.

Call Center 459

Call Center Incentives Energy Class 459

Harvard Business Review

MARCH 12, 2018

At some point, every leader has dealt with a person — or, worse, a group of people — who has lost motivation. In order to get at the crux of the problem, it’s crucial to understand that as humans we want to feel motivated and to find meaning in the things that we do. Organizational Development Book.

Motivation 15

Motivation Lean Manufacturing Management System 15

Harvard Business Review

OCTOBER 22, 2018

Our call centers became the FEMA call centers. We’re now looking into developing other businesses and strengthening our presence in other industries. For example, now with our call center experience, we are competing for the call centers for the U.S. How do you motivate them?”

Media 10

Media Company Call Center Real Estate 10

Harvard Business Review

JANUARY 27, 2014

Energized, motivated “Rackers” put in the discretionary effort that creates a superior experience for customers. Instead, senior leaders give supervisors the responsibility and authority to earn the enthusiasm, energy, and creativity that signal deep employee engagement. Put teams in charge, and let the center provide support.

Trends 16

Trends Survey Outsourcing Call Center 16

Harvard Business Review

AUGUST 16, 2013

This is a very positive development, because work is a huge part of life, and meaning in life is not just a "nice-to-have". I saw this firsthand when I was a PhD student, in the call center of a large telecommunications company. Joan, a 24-year-veteran of the call center, told me, "I really enjoy my work."

Call Center 12

Call Center Telecommunications Stress Film 12

Harvard Business Review

AUGUST 5, 2014

That means churning through data to find insights that others haven’t seen and then developing the organizational capability to act on them faster and better to drive above-market growth. More importantly, the CMO then needs to motivate and help drive the required changes through the organization.

P&L 10

P&L Banking Marketing Call Center 10