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. He removed call center scripts, traditional behavior-based quality monitoring metrics, and limits on average handling time.
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. He removed call center scripts, traditional behavior-based quality monitoring metrics, and limits on average handling time.
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Harvard Business Review
MARCH 12, 2018
And, in my experience working with leaders across the globe, you can reach business objectives while improving the lives of employees. And, because they were more personally connected to the why of their work, each call was substantially more effective – they raised an average of $9,704.58 versus $2,459.44
Harvard Business Review
AUGUST 15, 2016
Companies that want the insights from linked systems can navigate the organizational complexities with these six steps: Align feedback systems around high-level business objectives. Emma Seppala and Kim Cameron. Which needle do you want to move? Hulu wanted to build more authentic relationships with customers.
Harvard Business Review
JUNE 20, 2014
The CMOs will need to be much more attuned to the business objectives and strategies of the company in general and the CEO in particular, while the CEO must become more immersed in the customer perspective. In our experience, there are specific steps CEOs and CMOs can take to develop a working relationship that is dynamic and useful.
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