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

Let's Grow Leaders

FEBRUARY 16, 2015

I’d been giving out recognition awards on my massive “road trip,” a 27 states in 45 days kind of tour of motivational kick off meetings in Verizon Wireless’ outsourced call centers. Communication Began begin building confidence call centers coaching confidence effective call centers Mentoring'

Call Center 180

Call Center Wireless Outsourcing Mentor 180

Let's Grow Leaders

FEBRUARY 20, 2023

Assuming you are motivated to get healthy, what would you do when you left the doctor’s office? If you’re a customer-service call-center supervisor, your key behaviors might include: Huddle with your team each day to connect and communicate. Listen to calls and provide balanced performance feedback.

Metrics 266

Metrics Balanced Scorecard Stress Long-term 266

Tanveer Naseer

AUGUST 5, 2014

This is a cultural intervention in which leaders seek out a few employees who are already known to be master motivators, adept at inspiring strategic awareness among their colleagues. These master motivators are invited to recommend specific measures that enable better ways of working.

Motivation 279

Motivation Proposal Stress Goal 279

HR Digest

JULY 28, 2022

Whether it’s an early morning call center job or a full-time gig in the comfort of your own home, there are plenty of work-from-home outfits that can help you stand out from your own home. . Buy a shirt and get it designed with any written texts of your choice—anything that motivates you to work. .

Call Center 105

Call Center Motivation Training Strategy 105

Chart Your Course

SEPTEMBER 23, 2014

The Harvard Business Review published the results of a study that followed employees of a Chinese call center called Ctrip. Half of the workers telecommuted for nine months while the rest remained in the call center. These are the businesses that will be left behind and lose good employees in the process.

Call Center 207

Call Center Human Resources How To Cooper 207

Terry Starbucker

DECEMBER 8, 2013

The key here is to focus on only 3-4 targets per cascade level that have specific relevance to that level – for example, in my cable company our 3 company-wide numbers were total customers, Net Promoter Score, and our Customer Fault Rate, while at the call center level, they were Service Level, Abandonment Rate, and First Call Resolution.

Leadership 339

Leadership Metrics Short-term Drucker 339

Strategy Driven

JUNE 19, 2014

We gave a new car away to our employees every other month, six cars in total, to keep the motivation and excitement up among our best performing sales agents. Corporate Cultures business leadership business management call center corporate culture craig handley employee engagement listen up español strategydriven'

Call Center 92

Call Center Incentives Library Document 92

Strategy Driven

JANUARY 9, 2018

You don’t know what your employees want or what motivates them unless you ask. For example, if you have a call center, try sprucing it up by implementing call center gamification. Ask for their Feedback. Be vocal and ask your staff to speak up when they have opinions or grievances to share. Innovate Mundane Tasks.

How To 51

How To Call Center Mentor Brainstorming 51

Lead Change Blog

MAY 5, 2015

When I was involved in contact center work, a problem like reps spending too much time on the phone could easily lead me to feel backed into a corner. I loved “the number one motivator of people is feedback on results” (from Page 55).

Management 150

Management Blanchard Call Center Books 150

Strategy Driven

SEPTEMBER 10, 2019

Home call center or customer support agent. You can try a few things and see what brings you the greatest job satisfaction, job satisfaction is important for both motivation and mental wellbeing. The options available to you are limited only by your own imagination. Online tutoring. Freelance writing. Transcription.

Telemarketing 50

Telemarketing Software Call Center Retail 50

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. Brandon Lyon/Getty Images. We feel more alive.

Motivation 15

Motivation Lean Manufacturing Management System 15

Steve Farber

MARCH 20, 2017

“When you really listen to people,” Dick said, “you can tell what motivates them. Dick actually closed the call center for a short period of time to bring everyone together when he announced the promotion and presented the framed letter to Charlene. He knew what mattered to her at work and in her life.

Letter 74

Letter Budgeting Cost Call Center 74

Miles Anthony Smith

APRIL 1, 2019

It is also a great way of motivating employees to be more involved in your organization. While not every tool is guaranteed to work for your team, if you’re looking to boost your customer service capacity, a great tool to consider for your business is a virtual call center.

Skills 60

Skills Tips Call Center Bottom-up 60

Strategy Driven

NOVEMBER 18, 2015

No one else is going to create the environment, motivation, and drive you need to get things accomplished. Try to complete this sentence: I am doing this to [enter bold life-changing statement here]. We’ve all been there at one time or another. Your hobby-to-business journey includes the acceptance that you will now be the river.

Simon 50

Simon Self-aware Call Center Agility 50

Strategy Driven

FEBRUARY 11, 2019

In the case of a call center, each person on the phones will need to talk to a minimum amount of customers each day. Employers will often make the mistake of pushing their best and brightest as hard as they can, leaving those who need motivation the most to struggle, and causing an imbalance of work in the office.

Quality 50

Quality Peer Review Call Center Learning-by-Doing 50

Terry Starbucker

JULY 5, 2015

Was this just another of my crazy ideas that would make people shake their heads and question my methods and motives? queried Allan, one of my managers who ran our call center. “I This is that something extra you need in the field. THIS is what’s missing – more cowbell! What do you mean, DO the skit?” You’re kidding, right?”

Leadership 150

Leadership Letter Conference Definition 150

Harvard Business Review

SEPTEMBER 3, 2018

Airbnb has pushed the limits of designing its customer call center operation in Portland, Oregon. Companies like Airbnb and Overstock recognize the importance of the workspace for all employees — from the executive team members to the front-line customer call center operators.

Real Estate 15

Real Estate Call Center Hedge Survey 15

Harvard Business Review

AUGUST 29, 2016

Many companies are busy mapping their customer experience and tracking customer activity across physical stores, call centers, e-commerce sites, and social media, gathering mountains of data from their own surveys, customer tracking systems, loyalty programs, and third-party providers. Sponsored by Google Analytics 360 Suite.

Retail 14

Retail Apparel Motivation Attrition 14

Harvard Business Review

OCTOBER 22, 2018

Our call centers became the FEMA call centers. For example, now with our call center experience, we are competing for the call centers for the U.S. Or a desire to invest in other newer parts of the business — the solar, the housing, the call centers, etc? and Caribbean.

Media 10

Media Company Call Center Real Estate 10

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. Customer Service blog posts.

Sharpe 53

Sharpe Deming Hotels Quality 53

Harvard Business Review

OCTOBER 10, 2017

In an experiment, we approached the call center of a bank’s consumer loans business. (We’ve This call center employed all the best practices of the day: A psychologist created scripts of talking points. We made a number of operational changes to the call center. Building Balanced Cultures.

Organization 13

Organization Tactics Call Center Metrics 13

Harvard Business Review

MAY 3, 2018

In fact, the bulk of the calls was the farmers’ inquiring about the operator’s family, personal interests, and other life events. Over time, many farmers had built close relationships with the call center operators; the calls were something of a ritual that they looked forward to. Beyond Transactional.

Simon 8

Simon Call Center Motivation Metrics 8

Harvard Business Review

AUGUST 31, 2012

Adam Grant , of the Wharton School, studied workers at a call center raising money for student scholarships. This work can be particularly frustrating because only a small minority of calls lead to contributions. First, make sure that the work you give employees actually serves a purpose for someone or something they value.

Hotels 15

Hotels Call Center Letter Creativity 15

Harvard Business Review

AUGUST 15, 2017

It’s perfectly OK that most people – from call center employees to claims adjusters in the field – focus on continuous improvements to current business processes, the customer experience, and insurance products. While the company also wants “evolutionary” (e.g.,

Insurance 12

Insurance Innovation Core Competence Disruptive Innovation 12

Harvard Business Review

JANUARY 27, 2017

In situations where the goal that is being pursued is a relatively simple one, and the motivation to achieve that goal is quite strong, this research suggests that taking a flexible rather than fixed approach to the steps required to achieve the goal typically works best.

Goal 8

Goal Loyalty Motivation Follow-up 8

Harvard Business Review

DECEMBER 25, 2013

He was suddenly responsible for many thousands of call-center employees. Even though American Express was well-known for its outstanding service, the company at the time regarded Bush’s organization purely as an expense, and it followed the conventional command-and-control model in its call centers.

Call Center 9

Call Center Attrition Cost Center Learning-by-Doing 9

Harvard Business Review

MARCH 21, 2017

Research by Giada Di Stefano, Francesca Gino, Gary Pisano, and Bradley Staats in call centers demonstrated that employees who spent 15 minutes at the end of the day reflecting about lessons learned performed 23% better after 10 days than those who did not reflect. Start small. Set yourself up to make progress, even if it feels small.

ROI 14

ROI Learning-by-Doing Drucker Brainstorming 14

Harvard Business Review

JULY 12, 2011

Performance metrics are a critical tool for achieving excellence and motivating outcomes. When customers contact a call center, it's because there is an exception within the existing process and they need judgment that only employees can provide. It's not hard to see how we got here.

Metrics 15

Metrics Film Guidelines Call Center 15

Harvard Business Review

JANUARY 27, 2014

Energized, motivated “Rackers” put in the discretionary effort that creates a superior experience for customers. Call center representatives, sales specialists, field technicians, and others on the front line know intimately which aspects of the business annoy or delight customers. Yet some companies manage to buck these trends.

Trends 16

Trends Survey Outsourcing Call Center 16

Harvard Business Review

AUGUST 16, 2013

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." When customers call, it''s often because they have a problem that is frustrating to them. Joan''s emphasis.]

Call Center 12

Call Center Telecommunications Stress Film 12

Harvard Business Review

MAY 2, 2012

The apps help its salespeople access Aflac's customer database, policy information, claims information and the like while on the road, freeing them from being tethered to the computer or a call center. What Doesn't Motivate Creativity Can Kill It. Managers Don't Really Want to Innovate.

Company 14

Company Software Call Center Innovation 14

Harvard Business Review

MAY 17, 2011

Independent of any altruistic motives, engaging with the BOP can help designers and innovators gain insight into the following three key issues: 1. Usability — A great idea remains just that until it is manifested into a design that motivates people to use it.

Prahalad 15

Prahalad Business Model Early Adopters Innovation 15

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. And our advice to Yahoo is to give working from home a second chance — it is critical for retaining and motivating your key employees, and is an essential part of the 21 st century office.

Policies 8

Policies Call Center Attitude Survey Hotels 8

Harvard Business Review

NOVEMBER 26, 2015

And our research shows that it can be powerful, motivating, and even addictive to become known by others as the person you are when you are at your authentic best. As in many other companies, Wipro’s traditional entry process was tightly centered on teaching the company culture and necessary job behaviors to new employees.

Power 8

Power Outsourcing Self-aware Airlines 8

Harvard Business Review

AUGUST 5, 2014

Point solutions, such as focusing on the call center, the store, or the website, no longer cut it in a multichannel environment, not when delivering excellent customer journeys can increase revenues up to 15 percent and cut costs by up to 20 percent. But the CMO has a unique and critical role to play to deliver the change.

P&L 10

P&L Banking Marketing Call Center 10

Harvard Business Review

AUGUST 31, 2018

This aspiration served as a motivator for them in making trade-offs to progress into top leadership, which could include anything from making a lateral move to changing companies to working long hours. Yes, women as well as men must be intrinsically motivated to aspire to leadership roles and seize opportunities.

Management 13

Management Tacit Knowledge Diversity Leadership Pipeline 13