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.

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. Ctrip decided to run a nine-month experiment with its airfare and hotel divisions in the firm’s Shanghai headquarters call center.

Policies 8

Policies Call Center Attitude Survey Hotels 8

Harvard Business Review

JUNE 16, 2016

And our own survey of 795 large companies (average revenue of $22 billion) in North America, Europe, Asia-Pacific, and Latin America found average per-company spending on IoT initiatives — $86 million in 2015 — was projected to grow to $103 million by 2018. The call center logs customer complaints.

Productivity 8

Productivity Products Wireless Technology 8

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. Provide loud spaces, too.

Bottom-up 8

Bottom-up Environment Productivity Products 8

Harvard Business Review

APRIL 7, 2016

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. But a few years ago, delays in signing new hires were impairing its expansion; in 2013, the average time to hire was 100 days.

Marketing 8

Marketing Strategy Hammer Media 8