The Practical Leader

JULY 20, 2011

American Express finds that one of the most sensitive issues their frontline call center staff deal with is how to tell a cardholder who has been called to the phone in the establishment he or she is using an American Express card that the purchase can’t be authorized. This is their territory. They own it.

Sharpe 53

Sharpe Deming Hotels Quality 53

Deming Institute

APRIL 25, 2016

This is even more true in services where often you can’t inspect to catch errors before the customer is disappointed (think of call centers for example). I left the hotel, went to the airport, got on the plane and I flew home to my family. You need to improve the system to avoid producing poor results. I hated it.

Deming 28

Deming System Senge Seminar 28

Harvard Business Review

APRIL 21, 2011

But already a pervasive network also lets firms ship calls to virtual call centers. LiveOps is one company that helps put call center work in the cloud. But so much of leadership is the soft stuff; how do we adapt that to the new fragmented, anonymous workforce? That work isn't somewhere else, it's anywhere.

Call Center 12

Call Center Offshoring Charisma Video 12

Terry Starbucker

SEPTEMBER 6, 2015

That evening, I dined with 3 of our Wyoming managers at a local hotel. It was one of the worst things that could possibly happen – no phone, no internet, ANYWHERE – even at our own call centers. That was my NOC Manager– calling it as he saw it, even if the arrow was pointed at him. No, I should have. It’s on me”.

How To 150

How To Leadership Engineering Bottom-up 150

Harvard Business Review

JANUARY 23, 2015

Ctrip decided to run a nine-month experiment with its airfare and hotel divisions in the firm’s Shanghai headquarters call center. Leadership & Managing People Book. Further Reading. Getting Work Done (20-Minute Manager Series). Add to Cart.

Policies 8

Policies Call Center Attitude Survey Hotels 8

Harvard Business Review

JUNE 20, 2014

We are always on the agenda of the executive team and are a significant part of the leadership meetings,” says Bert van Meurs, CMO of Philips Healthcare Imaging Systems. The marketing team at Starwood Hotels & Resorts Group also offers a good example of cross-functional cooperation in action. Leadership Marketing'

CEO 8

CEO Marketing Hotels Long-term 8

Skip Prichard

OCTOBER 14, 2019

Appletree Answers is a call center company created through a “roll up” of smaller companies. They got her into a hotel that night, and helped her get an apartment, helped furnish it, helped with the deposit etc. The results of John Ratliff’s healing leadership have been dramatic. It took her a week to tell us about it.

How To 85

How To Simon Learning-by-Doing Organization 85

Harvard Business Review

MAY 8, 2017

Long before becoming CEO, in 2016, he was searching for new growth in the hypercompetitive travel reservations market, coming across a pair of small European startups with a business model opposite to Priceline’s in two key ways: Instead of taking an up-front 25% commission on a hotel reservation, the startups charged only 15% after check-out.

Franchising 14

Franchising CEO Business Model Strategy 14