Chart Your Course

SEPTEMBER 23, 2014

Human resources firm Bersin found in a 2012 study that 87 percent of companies utilize tenure-based employee recognition programs, despite research showing these methods are outdated. The Harvard Business Review published the results of a study that followed employees of a Chinese call center called Ctrip.

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Call Center Human Resources How To Cooper 207

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. Organizational barriers are often the culprit. You and Your Team Series.

Survey 8

Survey Retail System Automotive 8

Harvard Business Review

AUGUST 5, 2014

They also outperform their peers across the entire customer lifecycle, are nine times more likely to enjoy superior customer loyalty, and a remarkable 23 times more likely to outperform less analytical peers on new-customer acquisition. To affect changes in culture, some CMOs are partnering more closely with human resources.

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P&L Banking Marketing Call Center 8