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87 percent of companies utilize tenure-based employee recognition programs, despite research showing these methods are outdated.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.

Call Center 207

Call Center Human Resources How To Cooper 207

Harvard Business Review

MARCH 16, 2015

A 2013 study from the University of Sydney found that a lack of sound privacy was far and away the biggest drain on employee morale : Further, a 2014 study by Steelcase and Ipsos found that workers lost as much as 86 minutes per day due to noise distractions. But an open office has downsides.

Bottom-up 8

Bottom-up Environment Productivity Products 8

Harvard Business Review

APRIL 7, 2016

According to the Society for Human Resource Management (SHRM), late 2015 was the most difficult hiring period in four years. Genesys, a pioneer of customer experience and call center software, has offices across the globe, and it’s growing quickly, having acquired 10 companies since 2012.

Marketing 8

Marketing Strategy Hammer Media 8

Harvard Business Review

AUGUST 5, 2014

McKinsey’s DataMatics 2013 survey shows that companies that use customer analytics extensively are more than twice as likely to generate above-average profits as those that don’t. To affect changes in culture, some CMOs are partnering more closely with human resources. And that really is on the backs of marketing.”

P&L 10

P&L Banking Marketing Call Center 10