On leadership: My video interview with serial entrepreneur Chris Ducker!

Bernd Geropp

In 2010 he started his project to become a “Virtual CEO”: During 12 months he developed from a 14 h/day workaholic CEO into a full time virtual CEO working only a few hours per week on his companies. With his company Group Live2Sell Chris offers quality inbound call center services and Telemarketing services for B2B and B2C. Serial Entrepreneur Chris Ducker. Two weeks ago I attended the New Media Expo in Las Vegas.

Video 93

Why Your IT Project Needs a Cognitive Scientist

Harvard Business Review

Our research, which has involved studying more than 50 international organizations in a variety of industries, has identified an alternative approach to big data and analytics projects that allows companies to continually exploit data in new ways. This means that project teams need members well versed in the cognitive and behavioral sciences. In some organizations today, big data and analytics projects already include people with backgrounds in those fields.


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Keeping Work Organized when Your Team Is Fragmented

Harvard Business Review

While companies have outsourced low-value work such as payroll processing and call centers for decades, today they farm out critical activities. Steve DeCorte, TW Garner's general manager of sales, told me that "as a small company, using AMG Strategic Advisors puts us on a level playing field with the largest consumer packaged goods companies when we call on retail customers.". Leading teams Operations Project management

Six Fundamentals Every Entrepreneur Needs to Succeed

Harvard Business Review

Your projections for the business should not be wildly optimistic so you can manage your expectations and those of any partners. With Getaroom, I understood the lodging market is massive and knew a niche player could capture a large amount of revenue, but my initial projections were modest and I watched expenses closely. What is markedly different about the company is these rates are only available through the Getaroom.com call center.

Emerging-Market Engineers Power Global Innovation

Harvard Business Review

Captive R&D Centers. We estimate that tens of thousands of engineers and scientists working for top innovators are actually located in their offshore technical centers in the BRIC countries (Brazil, Russia, India, and China); these are often called "captive" R&D centers or offshore R&D locations. And this estimate does not count legions of foreign-born and foreign-educated techies who populate R&D centers in hotspots such as Silicon Valley.

The Rise of Compassionate Management (Finally)

Harvard Business Review

You’re projecting your perspective and assumptions onto that person.”. Consider what happened when a call-center company called Appletree consciously set about increasing compassion among employees. The company set up the equivalent of a “Make A Wish” foundation to serve its adult employees, which it called “ Dream On.” Call centers have a notoriously high turnover rate, largely because the employees listen to unhappy callers all day.)

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Liberate Your Employees and Recharge your Business Model

Harvard Business Review

LiveOps is a fledgling provider of customer contact services maintains a virtual workforce of independent agents who, based on their schedules, signal their availability to join a pool of talent waiting to be "hired" once a call that matches their skills and experience comes in. Agents are paid only for their time spent on the call, and LiveOps gathers enough data on agent performance and abilities to intelligently route calls to the bets available agent.

Using IoT Data to Understand How Your Products Perform

Harvard Business

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. Insight Center. His wife called the manufacturer, who walked her through a troubleshooting routine, but to no avail.

Recruiting Strategies for a Tight Talent Market

Harvard Business

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. The company needed to spread the message that, in fact, GE is involved in fascinating projects that will affect the world in positive ways. “Feeling pinned down?”

A Working from Home Experiment Shows High Performers Like It Better

Harvard Business Review

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. So our advice is that firms — at the very least — ought to be open to employees working from home occasionally, to allow them to focus on individual projects and tasks.

Stop Noise from Ruining Your Open Office

Harvard Business Review

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. Similar to a quiet car on a train, businesses can use an empty office or unused conference room and turn it into a “Quiet Room” that employees can go to when trying to focus on an important task or project.