Chart Your Course

SEPTEMBER 23, 2014

People innately desire acknowledgment and appreciation for their accomplishments, but many business owners and managers have a false belief that recognition means money. The Harvard Business Review published the results of a study that followed employees of a Chinese call center called Ctrip. Mobile Devices. Authenticity.

Call Center 207

Call Center Human Resources How To Cooper 207

Harvard Business Review

SEPTEMBER 15, 2014

More US bank branches closed in 2013 than ever before. Branches in the US accounted for roughly three-quarters of primary new account openings in 2013. CBA’s mobile payments capability allows customers to manage their mortgage balance through any channel, including mobile, online and ATM. Reconfiguring the branch network.

Banking 10

Banking Retail Open-book Finance 10

Harvard Business Review

JULY 19, 2016

.” When the company upgraded its commercial insurance line for small businesses a few years ago, the agents jammed internal call centers with questions about how the policies worked and how to set sales quotes. The cost of simply expanding the call centers was prohibitive. Don’t make your AI too lite.

Company 8

Company Insurance Call Center Bottom-up 8

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. This provided us with excellent — and uncommon — access to both the experimental data and to the management’s views on working from home. Further Reading.

Policies 8

Policies Call Center Attitude Survey Hotels 8

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. For example, the AI techniques implemented to improve customer call center performance could be very different from the technology used to identify credit card payments fraud.

Survey 12

Survey Execution First-mover Advantage Technology 12

Harvard Business Review

APRIL 17, 2015

We also found that the professionals we spoke with at Accenture, in offices on three continents, consistently lauded the firm for its willingness to support innovations, from Accenture Development Partnerships to professional programs for First Peoples in Canada and support for call centers in native communities.

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. That helped account managers focus their pitch on the client’s business issues and build rapport. And that really is on the backs of marketing.”

P&L 11

P&L Banking Marketing Call Center 11