Surviving Leadership

OCTOBER 29, 2018

Much of the advice goes beyond traditional “HR” or “talent” suggestions – which I appreciated. This would include a day spent with an installation tech and a day spent with a call center agent – preferably, in a market other than your own.

CFO 58

CFO P&L Call Center COO 58

Harvard Business Review

JULY 17, 2012

We know of one retail bank that gave their call center representatives the edict to "delight" customers and permission to waive up to $150 in fees for any customer without seeking any additional authorization. Instead, they must seek advice and support from a supervisor. The result?

Customer Loyalty 15

Customer Loyalty Loyalty Banking Call Center 15

Harvard Business Review

JULY 17, 2012

We know of one retail bank that gave their call center representatives the edict to "delight" customers and permission to waive up to $150 in fees for any customer without seeking any additional authorization. Instead, they must seek advice and support from a supervisor. The result?

Customer Loyalty 11

Customer Loyalty Loyalty Banking Call Center 11

Harvard Business Review

JULY 19, 2013

If you''re thinking about starting your own company, here''s my advice: Set realistic expectations. What is markedly different about the company is these rates are only available through the Getaroom.com call center. Others travel sites outsource their call centers overseas and really push all interactions to be electronic.

Entrepreneur 9

Entrepreneur Hotels Travel Call Center 9

Harvard Business Review

NOVEMBER 24, 2016

Instead of charts and graphs or raw data, store managers get customized narratives written in plain English that offer both analysis and prescriptive advice. Call center coaching. Big companies often have big call centers.

Call Center 8

Call Center Supply Chain Committee Analysis 8

Harvard Business Review

AUGUST 14, 2012

Take call centers, which all too often focus their performance reviews around cost-driven data like "average handle time." When representatives then try to keep calls as short as possible, they’re unable to solve complicated customer problems, driving up the number of repeat calls and the level of customer frustration.

Forrester 14

Forrester Metrics Call Center Fashion 14

Harvard Business Review

AUGUST 3, 2017

Systems that provide automated investment advice from financial firms have been referred to as robo-advisers. So Morgan Stanley’s wealth management business unit has been working for several years on a “next best action” system that FAs could use to make their advice both more efficient and more effective.

System 8

System Short-term Industry Advice 8

Harvard Business Review

SEPTEMBER 15, 2014

USAA Bank offers a voice-activated virtual assistant for mobile devices with a “tap to talk” feature that connects customers to a call center and allows agents to see what the customer was doing just before he or she called. Commonwealth Bank of Australia (CBA) collaborated with multiple listing database Domain.com.au

Banking 10

Banking Retail Open-book Finance 10

Harvard Business Review

NOVEMBER 8, 2018

Furthermore, some of the advice the inside salesperson shares contradicts what the manager recalls reading on the website. When it’s time to actually buy, customers may do so via purchasing portals, internet chat reps, call centers, field salespeople, or other sources. But then things begin to break down.

Marketing 10

Marketing Team Software Pharmaceuticals 10

Harvard Business Review

JANUARY 23, 2015

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.

Policies 8

Policies Call Center Attitude Survey Hotels 8

Harvard Business Review

JULY 20, 2012

In addition, you get to display your responsiveness in a highly public forum, which doesn't happen in a call center. The voices who self-select to broadcast their advice tend to be valuable in other ways, too, less price-sensitive and more willing to pay a premium for good service. Service improvement.

Media 15

Media Self-aware Call Center Tools 15

Harvard Business Review

AUGUST 29, 2016

Many companies are busy mapping their customer experience and tracking customer activity across physical stores, call centers, e-commerce sites, and social media, gathering mountains of data from their own surveys, customer tracking systems, loyalty programs, and third-party providers. Sponsored by Google Analytics 360 Suite.

Retail 14

Retail Apparel Motivation Attrition 14

Harvard Business Review

NOVEMBER 23, 2010

The partner confidentially approached the software CEO for advice on how they developed and trained their own staff over the years. Consider the firm that provided cost optimization advice to companies that buy phone service contracts.

Entrepreneur 14

Entrepreneur Strategy Telecommunications Software 14

Harvard Business Review

MAY 29, 2018

AI is already being used in ad targeting and customer segmentation, but there are more possibilities in store such as: AI-powered chatbots use all the customer data at their disposal to answer questions and give advice to customers considering making a purchase.

Marketing 8

Marketing Policies Technology Franchising 8

Harvard Business Review

MARCH 4, 2016

More than 90% of those we interviewed said they sought out advice from a coworker when trying to speak up to their boss, and more than two-thirds of them said they’d asked a coworker to speak up on their behalf.

Insurance 8

Insurance Short-term Policies Call Center 8

Harvard Business Review

AUGUST 14, 2018

Robotaxis also point to a way in which humans can support self-driving technology while avoiding the human zone-out problem by interacting with call centers. In the long run, driverless cars will help us reduce accidents, save time spent on commuting, and make more people mobile.

Technology 8

Technology Environment Operations System 8

Harvard Business Review

AUGUST 31, 2018

Astrid, a sales VP, described a staffing experience from very early on in her career that taught her the importance of understanding a team’s culture before making changes that affected her employees: I was the manager of a call center and I inherited all of my team.

Management 13

Management Tacit Knowledge Diversity Leadership Pipeline 13

Harvard Business Review

MAY 28, 2018

Does your company have call centers dedicated to handling customer complaints? You could also start a Facebook group that allows employees to share tips and advice with one another. Map employee-customer touchpoints. What about an online chat service for questions?

Company 8

Company Comparison Airlines Diversity 8

Harvard Business Review

SEPTEMBER 29, 2016

Businesses invest a great deal of time and money in interventions that claim to increase workers’ productivity through on-the-job training, new protocols, advice from consultants, and so on. To find out, we investigated the effect of air pollution on call-center workers at Ctrip, China’s largest travel agency.

Productivity 8

Productivity Products Cost-Benefit Analysis Call Center 8

Harvard Business Review

JUNE 3, 2015

To get around that disadvantage, Zappos eliminated shipping costs and invested in a call center focused not on answering the highest volume of calls as quickly and efficiently as possible, but on establishing strong relationships with customers. How could Zappos accommodate her to reap the higher margin sale?

Apparel 8

Apparel Strategy Insourcing Efficiency 8

The Horizons Tracker

OCTOBER 25, 2023

In call centers of major software companies, chatbots improved the productivity and quality of underperforming workers more significantly than that of “superstars.” By making professional advice more accessible, we could create a world that necessitates a greater number of financial professionals.

Finance 115

Finance Power Early Adopters Call Center 115