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

Harvard Business Review

AUGUST 28, 2017

Total investment (internal and external) in AI reached somewhere in the range of $26 billion to $39 billion in 2016, with external investment tripling since 2013. Without support from leadership, your AI transformation might not succeed. Successful AI adopters have strong executive leadership support for the new technology.

Survey 12

Survey Execution First-mover Advantage Technology 12

Harvard Business Review

JANUARY 23, 2015

Marissa Mayer’s move to ban working from home at Yahoo in 2013 caused a media firestorm over the costs and benefits of this rapidly growing practice. Ctrip decided to run a nine-month experiment with its airfare and hotel divisions in the firm’s Shanghai headquarters call center. Further Reading. Add to Cart.

Policies 8

Policies Call Center Attitude Survey Hotels 8

Harvard Business Review

APRIL 17, 2015

While there are some factors that make social innovation more likely than not — such as intrapreneurs who will champion them — Davis and White find that competing for talent, strong brands, and leadership transitions all correlate with stronger social initiatives.

Innovation 8

Innovation Company Supply Chain Open-book 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 have the influence to help set business strategy for the company, CMOs need to translate customer insights into terms meaningful to senior leadership.

P&L 11

P&L Banking Marketing Call Center 11