Strategy Driven

JUNE 19, 2014

We sent out a survey (which we still do today) to ask our employees about the cleanliness, the temperature in the building, the security, the lighting, the management, the pay, the incentives, the likelihood that they’d leave if another company offered them more money, all-in-all we had about twenty five questions. About the Author.

Call Center 95

Call Center Incentives Library Document 95

Terry Starbucker

JULY 23, 2018

A successful company, A happy team, And a fulfilled YOU. It’s what happens when a leader makes it about “ the team ”, and not about “ the company ”. I started my career as a certified public accountant –because it was the fastest way to a professional paycheck. Manages to an end, not a cause. Gets lost in process.

Leadership 181

Leadership Learning-by-Doing COO Follow-up 181

Surviving Leadership

OCTOBER 29, 2018

This (pretty long) document has evolved over the years and is often cited as an example of how that company just “gets it.” The CFO update in particular was excellent – we learned how the company measured financial success, how to read a basic P&L, and what variable costs employees could help control in their jobs.

CFO 58

CFO P&L Call Center COO 58

Miles Anthony Smith

APRIL 1, 2019

Unsure of how to talk to management? This can also include how a company shares information to promote its products and services to customers, but we are going to focus mostly on internal communication. Utilizing positive business communication practices will only benefit your company in the long run.

Skills 60

Skills Tips Call Center Bottom-up 60

Women on Business

JANUARY 11, 2011

Your federal small business loan can fund a call center and answering service , linking local talent to employers nationwide. Take advantage of the military spending with a civil construction company. Help the city’s manufacturing workforce transition to the information economy with a placement service.

Press Release 157

Press Release Discount Education Transportation 157

Strategy Driven

NOVEMBER 18, 2015

But first, ask yourself why you want to make a career out of your hobby? When you are your own company, you’re the source of your own success; make sure the journey is worth it. Boil down the essence of your purpose because it will drive you to success. Conclusion. Now more than ever we are encouraged to do what we love.

Simon 50

Simon Self-aware Call Center Agility 50

Harvard Business Review

AUGUST 31, 2018

They also generate $1 trillion as consumers and $361 billion in revenue as entrepreneurs, launching companies at 4x the rate of all woman-owned businesses. Developing a diverse leadership pipeline can benefit companies in all sectors. How did (or didn’t) managers play a role? What made their ascent possible?

Management 11

Management Tacit Knowledge Diversity Leadership Pipeline 11

Harvard Business Review

DECEMBER 18, 2013

It used to be that if you wanted to work for a certain company, you went in for an informational interview or waited for a job opening and submitted your resume. These days, you may be better off liking the company on Facebook or joining their Google+ page. They’re actively seeking them out on social media. People Analytics .

Company 10

Company Media Engineering Software 10

Harvard Business Review

APRIL 17, 2015

In this article adapted from their new book, Jerry Davis and Chris White explore what makes some companies more fertile for social innovation — that is, the ongoing (rather than one-off) initiatives that have positive social impact while promoting the core mission of a business. Changing Your Company from the Inside Out.

Innovation 8

Innovation Company Supply Chain Open-book 8

Terry Starbucker

AUGUST 27, 2017

That is, how do you avoid what I call the “ accountability trap “, where teammates are so focused on what happens if they run afoul of their responsibilities that they go into a paralysis, unwilling to take any risks to drive the company forward. The trap door then closes. How do you avoid this trap ?

Call Center 192

Call Center Letter Policies Guidelines 192

Harvard Business Review

NOVEMBER 4, 2011

Witnessing the downward-spiral of Carla Sanders' career was painful — yet her experience offers an important commentary on the requirements of executive leadership in today's organizations. Carla was literally bred for success as a business manager. Shortly thereafter, the pace of her career progress began to stall.

Proposal 11

Proposal Cialdini Execution Influence 11

Harvard Business Review

AUGUST 3, 2017

A few years ago I posed this question to Amy Wrzesniewski, a Yale School of Management professor who studies these issues, and she offered an explanation that made a lot of sense. Students, she told me, “think their calling is under a rock, and if they turn over enough rocks, they will find it.”

Apparel 8

Apparel How To Call Center Retail 8

Harvard Business Review

JULY 12, 2011

It highlights a trend in management that favors the fulfillment of quantifiable, top-down metrics. The blame lies with management that sets rigid rules and metrics that disable employee judgment and create so many approval hurdles for mundane decisions, that overworked employees say, "Why bother?" Rules are comfort food for management.

Metrics 15

Metrics Film Call Center Guidelines 15

Harvard Business Review

OCTOBER 30, 2014

Today, we talk about giving employees a consumer-like experience: not “jobs,” but meaningful careers; not “roles”, but a sense of purpose. and hit the company meditation room or bar at 1 p.m.). and hit the company meditation room or bar at 1 p.m.). The second obstacle is lack of expertise.

Talent Management 9

Talent Management Human Resources Taylorism Taylor 9

Harvard Business Review

FEBRUARY 9, 2011

For instance, 82 percent of the companies on Fortune's 2011 100 Best Companies to Work For list offer telecommuting options. Managers sometimes worry about people who work remotely watching TV or doing their laundry, rather than focusing on their job. Managers need training to help them see the benefits and accept this change.

Productivity 14

Productivity Products Real Estate Bottom-up 14

Harvard Business Review

JUNE 26, 2015

These three dimensions of employability and career success have strong links with broad psychological traits. Large call centers are pioneers in this area — for years, they’ve tracked the number of calls and breaks employees take and the customer ratings for each call.

Ethics 8

Ethics Emotional Intelligence Benchmarking Hotels 8

Harvard Business Review

APRIL 8, 2015

Mid-Career Crisis. If the experts are in your own organization, management may reward any investment they make in developing talent. Maybe you didn’t start out in your company’s call center, like the super sales manager you’re emulating, but you could certainly work the telephones for a few days.

How To 8

How To Learning-by-Doing Conference Knowledge Management 8

Harvard Business Review

MAY 11, 2012

Dench's character lands her first job, drawing on her experience and accumulated know-how to train young Indian call center workers in the subtleties of cross-cultural communications. Next year's The Intern features Tina Fey as the founder of a fashion company who takes on a 70-something mentee.

Outsourcing 11

Outsourcing Film Hotels Open-book 11

Harvard Business Review

MAY 17, 2016

“When I joined the company, the front line management jobs were the best,” the CEO told us. He had started his career in one of those jobs, as a country manager, and worked his way up. No surprise, the data reflected this struggle: Employee loyalty at the front line was the lowest in the company.

Execution 9

Execution Bureaucracy Self-aware CEO 9

Harvard Business Review

JUNE 7, 2016

One of the great innovations in business, which has held sway since 1976, is the idea that professional managers should have an owner’s mindset—that is, they should treat their company’s money as if it were their own. But there is a problem with the owner’s mindset.

Bureaucracy 8

Bureaucracy Short-term Budgeting Long-term 8