Chart Your Course

SEPTEMBER 16, 2018

Like millennials, Gen Z is invested in personal and career development. Even something as standard as a company call center should be configured for the Gen Z working style. Even something as standard as a company call center should be configured for the Gen Z working style. Assure Job Security.

Call Center 100

Call Center Career Environment Course 100

Decker Communication

JUNE 28, 2021

I’ve been lucky enough to manage people for most of my career. Every role over the next few decades involved people management. While I loved all my roles, one in particular really helped me grow as a leader — managing a call center in financial services. The energy in a call center is incredible.

Call Center 52

Call Center Energy Tools Participative 52

Let's Grow Leaders

JUNE 13, 2016

When asked if the training job was not available, if he would be willing take a call center manager job for a few years. Before starting LGL, I made a career of dramatic cross-functional moves within Verizon- but I didn’t apply for them all at the same time. He appeared desperate. Have A Plan.

Cost 180

Cost Call Center Workshop Training 180

The Horizons Tracker

JANUARY 11, 2021

Coaching and mentoring have seldom been more popular, with a growing consensus that it can be vital to our career development. Traditionally, the role of the mentor has been filled by an experienced colleague who can provide us with the wisdom they’ve gained over their careers.

Bottom-up 80

Bottom-up Mentor Consensus Call Center 80

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.

Call Center 94

Call Center Incentives Library Document 94

Leadership Freak

NOVEMBER 27, 2017

In the book, Friedman revealed how drive-thru windows aren't staffed by attendants inside, but by a call center hundreds miles away, so of course, I had to run out, jump in my car and see it for myself! The first time I read Paradigms almost 25 years ago, it led me to disrupt and then change my career. You are correct.

Trends 100

Trends Open-book Blanchard Learning-by-Doing 100

Lead on Purpose

NOVEMBER 10, 2012

Where call centers are notoriously known for their low morale and high staff turnover, Kevin decided to follow a non traditional strategy with regards to his employees. Schools worldwide offer various forms of Master’s programs designed for career professionals who want to enhance their abilities.

Leadership 227

Leadership Education Short-term Competitive Advantage 227

Surviving Leadership

OCTOBER 29, 2018

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. I cut my teeth on corporate America there and have carried those lesson with me throughout my career.

CFO 58

CFO P&L Call Center COO 58

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. Detroit , MI With the auto industry and heavy manufacturing in decline, Detroit is using its stimulus dollars to combat soaring unemployment.

Press Release 157

Press Release Discount Education Transportation 157

Harvard Business Review

AUGUST 31, 2018

To increase diversity at senior executive levels, more must be known about one group in particular: women of color in midlevel leadership, who successfully developed and progressed beyond individual contributor and first-line management. How did (or didn’t) managers play a role? They pursue management challenges.

Management 13

Management Tacit Knowledge Diversity Leadership Pipeline 13

Terry Starbucker

JULY 23, 2018

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. My main duties would be managing all the PEOPLE doing the service work of the company – the installs, the service calls, the maintenance, the customer service, the phone calls.

Leadership 181

Leadership Learning-by-Doing COO Follow-up 181

Miles Anthony Smith

APRIL 1, 2019

Unsure of how to talk to management? Have an "Open Door" Policy One of the biggest obstacles that employees face is not knowing how to communicate with managers and CEOs. This can be done in a variety of ways, including follow-up meetings, polls, surveys, and tracking interactions through online project management tools.

Skills 60

Skills Tips Call Center Bottom-up 60

Strategy Driven

NOVEMBER 18, 2015

But first, ask yourself why you want to make a career out of your hobby? And because technology now enables work to be a thing you do rather than a place you go, the opportunity to identify and develop unique career pathways is greater than ever! Boil down the essence of your purpose because it will drive you to success.

Simon 50

Simon Self-aware Call Center Agility 50

Strategy Driven

APRIL 24, 2014

Army Infantry, and later in my career as a Drill Sergeant. Instead of having an odd man out, I kept an old, beat up call center chair and my team got the good chairs until mine could be replaced. Management & Leadership business leadership business management Jason Levesque management and leadership strategydriven'

Development 59

Development Team Loyalty Due Diligence 59

Terry Starbucker

AUGUST 27, 2017

Then, people start getting reprimanded, or held back, or worse yet, fired by these managers. The best example of “trap avoidance” working in the real world, for me, was during my cable TV career when I was talking to a call center agent about the “ policy ” of doing everything in her power to avoid a costly truck roll to a customer’s house.

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 12

Proposal Cialdini Execution Influence 12

Harvard Business Review

OCTOBER 17, 2011

I recently polled a trailblazing group of women leaders — Northwestern University's Council of 100 — about their careers. How many of us were in the same job or even on the same career path today as we were when we graduated from college? The answer was three: three out of one hundred women.

Career 15

Career Travel Long-term Call Center 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. Where once Marx lamented capitalistic alienation, today’s talent management gurus celebrate gamification and giving employees a consumer-like experience. The second obstacle is lack of expertise.

Talent Management 11

Talent Management Human Resources Taylorism Taylor 11

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 Guidelines Call Center 15

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

DECEMBER 18, 2013

Managers acquiring talent have been using social media to research job applicants for several years now, but they’ve begun to source and engage potential job candidates from social networks as well. Career planning Social media' These days, you may be better off liking the company on Facebook or joining their Google+ page.

Company 12

Company Media Engineering Software 12

Harvard Business Review

JANUARY 27, 2017

It could also help managers when it comes to setting targets for their teams. Think Strategically About Your Career Development. This insight sheds light on a dilemma often faced by leaders, managers, and anyone else who has the responsibility for setting and monitoring goals. You and Your Team Series. Goal Setting. Dorie Clark.

Goal 8

Goal Loyalty Motivation Follow-up 8

Harvard Business Review

FEBRUARY 9, 2011

Managers sometimes worry about people who work remotely watching TV or doing their laundry, rather than focusing on their job. Frontier Communications, for example, has found that work-at-home agents are 25% more productive and have double the retention rate of work-in-the-call-center agents.

Productivity 14

Productivity Products Real Estate Bottom-up 14

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

APRIL 17, 2015

We also found that the professionals we spoke with at Accenture, in offices on three continents, consistently lauded the firm for its willingness to support innovations, from Accenture Development Partnerships to professional programs for First Peoples in Canada and support for call centers in native communities.

Innovation 8

Innovation Company Supply Chain Open-book 8

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

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. They find new life instead of old age. She goes from being outsourced, to becoming a resource.

Outsourcing 12

Outsourcing Film Hotels Open-book 12

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. A Tuesday follow-up call is used to see whether the blockages are being removed. It is the most disciplined thing we do.

Execution 10

Execution Bureaucracy Self-aware CEO 10

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

Harvard Business Review

MARCH 17, 2016

Boundary-less work partnerships and networks augment capabilities and redefine careers, learning and workplace fairness and attractiveness. Technology evolves, but management and workplace arrangements evolve more slowly. How must our approaches to work, culture, engagement, and human resource management evolve?

Human Resources 8

Human Resources Technology Globalization Trends 8