Call Center Human Resources Management Technology 
Chart Your Course
FEBRUARY 19, 2018
Customer Service is Important to Call Centers. These days, businesses have more options than ever before to customize the live support experience — and technology is playing an increasingly vital role in keeping customers satisfied. Cost savings are integral to the business model of most call centers.
Chart Your Course
JULY 31, 2017
Managing a workforce via the cloud has quickly become the norm, as businesses now have more tools than ever before from which to choose. However, determining which technology tools to use — and how to make it all work for your team — is another animal altogether. Adopt Workforce Management Software. Not sure where to start?
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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. New York , NY With the financial sector reeling, New York is counting on technological innovation to save the day. You don’t need to be a scientist to benefit from science money.
Harvard Business Review
OCTOBER 30, 2014
Where once Marx lamented capitalistic alienation, today’s talent management gurus celebrate gamification and giving employees a consumer-like experience. A new era of Taylorization has begun, thanks to the widespread penetration of technology at work. The second obstacle is lack of expertise.
Harvard Business Review
OCTOBER 23, 2012
What excited Sam was McGregor's clear and compelling articulation of the personnel (today, we say "human resources") policies in which he instinctively believed. From the day he opened his first TV and appliance retail store in Richmond, Virginia, Sam understood that management means getting results through the efforts of other people.
Harvard Business Review
APRIL 20, 2017
Leaders need a clear-eyed way to think about how these technologies will specifically affect their organizations. Start with the work, not the “job” or the technology. For example, RPA will seldom replace the entire “job” of a call center representative.
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.
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