Terry Starbucker

DECEMBER 8, 2013

I hear a lot of that talk these days as an angel investor, and by and large, most of the startup CEOs I listen to do a pretty good job of that kind of visioning. Where the rubber meets the road, however, is when these CEOs go from talk to action.

Leadership 339

Leadership Metrics Short-term Drucker 339

CEO Blog

JANUARY 2, 2011

CEO Blog - Time Leadership Sunday, January 02, 2011 Management - Its not what you Think Management - Its Not What You Think is a book of articles edited and complied by Henry Mintzberg. Rahdpoor Nahassbaalapan, 23, of Indus Teleservices, Numbai, India, will be assuming the office of President, Chairman and CEO as of May 1.

Mintzberg 189

Mintzberg Management Outsourcing CEO 189

HR Digest

OCTOBER 25, 2023

This disability-owned business enterprise with CEO John Robinson at the helm, combines its Jobs Ability AI platform to match the disability job opportunities with the profiles of eligible job seekers registered on the platform. They primarily organize call center jobs for customer services, sales, and other technical support.

Diversity 116

Diversity Telecommunications Call Center Training 116

Lead Change Blog

FEBRUARY 12, 2015

At the annual Southwest Airlines Halloween party, CEO Gary Kelly showed up dressed as KISS. When former Alfa Romeo CEO Luca de Meo came from Audi to head up marketing at Volkswagen AG, he realized the global function was filled with gossip and suspicion. Sprinkles Are Colorful and Fun. It triggers reserve, not respect.

Open-book 150

Open-book Airlines CEO Hotels 150

Next Level Blog

MARCH 12, 2019

So a senior director in operations might hang out with the company CFO for the day or a VP in IT might sit in with the CEO. In one of our client companies, members of the senior team each spent at least a day sitting in with the employees who staff their customer call center.

How To 157

How To CFO Teamwork Learning-by-Doing 157

Great Leadership By Dan

JANUARY 26, 2017

Your CEO and general managers will tell you if focusing in the Philippines is more important than Vietnam. This includes which countries will have a call center in the primary language, localized products, a comprehensive digital presence, and globalized partner programs.

Globalization 120

Globalization Budgeting Strategy Compliance 120

Surviving Leadership

NOVEMBER 2, 2017

We were geographically dispersed – call centers, field technicians, and a big ol’ headquarters filling two rather large office buildings. Even our sometimes-not-the-most-personable CEO. Early in my HR career, I worked for a large Fortune 200 organization that sold pay TV. Everyone loved Jerry.

Human Resources 75

Human Resources Call Center CEO Career 75

Eric Jacobson

NOVEMBER 3, 2020

Mulligan is Board Chair and former CEO of the Guardian Life Insurance Company of America. At Guardian, as new technology has streamlined some aspects of customer service, we launched a program to retrain call-center workers as programmers. Mulligan : The first step is to invest the time and money in workers.

Skills 65

Skills Company Shaw Crisis 65

Eric Jacobson

FEBRUARY 1, 2021

Mulligan is Board Chair and former CEO of the Guardian Life Insurance Company of America. At Guardian, as new technology has streamlined some aspects of customer service, we launched a program to retrain call-center workers as programmers. Mulligan : The first step is to invest the time and money in workers.

Skills 50

Skills Company Shaw Crisis 50

Coaching Tip

JULY 7, 2011

Moreover, attracting and retaining talent is “at the top of the agenda” for CEOs, according to the 2011 Annual Global CEO Survey by PricewaterhouseCoopers. According to a recent survey by the National Association for Business Economics , the employment outlook by companies in the United States has soared to a 12-year high. .

Armstrong 108

Armstrong Storytelling White Paper Brand 108

Surviving Leadership

OCTOBER 29, 2018

At this meeting, employees heard from the CEO, CHRO, General Counsel, COO, CFO, CMO, and any business leaders spearheading a major initiative. 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

Miles Anthony Smith

APRIL 1, 2019

Have an "Open Door" Policy One of the biggest obstacles that employees face is not knowing how to communicate with managers and CEOs. While not every tool is guaranteed to work for your team, if you’re looking to boost your customer service capacity, a great tool to consider for your business is a virtual call center.

Skills 60

Skills Tips Call Center Bottom-up 60

Strategy Driven

MAY 4, 2016

How a company handles personal changes speaks a lot to its culture, as leaders, CEOs, vice presidents, directors and managers all have an obligation to protect and nurture that culture when it works and even change it when it doesn’t. Keeping track of how your team(s) are handling major change is a great way to maintain that culture.

Succession 50

Succession Management Parcell Call Center 50

Skip Prichard

JANUARY 14, 2020

For example, during the holiday rush, every Zappos employee, including CEO Tony Hsieh and other members of the executive team, spends time working the phone lines shoulder-to-shoulder with the regular call center employees.

Airlines 108

Airlines Mission Statement Customer Loyalty Mayo 108

Tony Mayo

OCTOBER 13, 2010

CEO Executive Coaching Fees My Protein Shake Recipe One more question. Biography of Werner Erhard, the Source of Executive Coaching How to Conduct a "Customer Listening Session" Twitter Log XII Spidertown by Abraham Rodriguez, Jr. It’s not just what they project that makes them charismatic; it’s what they elicit.

Mayo 146

Mayo Executive Coaching Efficiency Handbook 146

CEO Blog

OCTOBER 31, 2011

That could be the factory floor, a call center, or a customer’s home. Observe and Understand – To obtain a deep understanding of the issue at hand, assumptions must be put aside and interaction with all relevant parties – including customers, suppliers, and employees – is critical.

Power 140

Power Brainstorming Call Center Proposal 140

Terry Starbucker

JULY 19, 2015

Greatness is achieved when customers say we are great” – Lanham Napier, Rackspace CEO. My first reaction was – it sounded expensive, since they tried to call EVERY new customer. These were live calls, and since we were in the midst of building a new call center, we had done a lot of research and knew how much a phone call cost.

Leadership 150

Leadership Metrics Price Mass Marketing 150

Harvard Business Review

JUNE 20, 2014

When Deborah DiSanzo took over as CEO of Philips Healthcare in May 2012, she knew that engineering would continue to drive innovation. We have seen these forces at work in many different industries around the world, requiring a decidedly closer working relationship between the CEO and CMO. Who should lead our transformation?

CEO 8

CEO Marketing Hotels Long-term 8

Harvard Business Review

SEPTEMBER 3, 2018

Airbnb has pushed the limits of designing its customer call center operation in Portland, Oregon. In fact, CEOs are starting to focus on how the workspace can lead to improved productivity. Too often, organizations design workspaces for executives with large windows while lower level employees do not have access to light.

Real Estate 14

Real Estate Call Center Hedge Survey 14

Strategy Driven

APRIL 24, 2014

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. CEO Jason Levesque, a US Army veteran and entrepreneur, founded Argo Marketing in 2003, and has become a widely respected Maine business owner. We didn’t get enough delivered though.

Development 60

Development Team Loyalty Due Diligence 60

Harvard Business Review

OCTOBER 26, 2016

Sena Aslan, the CEO of FDM Turkey, wished the drive from the Ankara airport to the bank’s largest branch were a bit longer. Will we all be working out of call centers or supermarket kiosks next year? But people are wondering how they’ll fit into the business going forward. It’s stressful.”

Case Study 8

Case Study CEO Banking Agility 8

In the CEO Afterlife

SEPTEMBER 24, 2012

CEOs who invest their time advancing their company’s business model or seeking a new one are adding value to their organizations. CEOs that understand and appreciate the notion are intensely passionate about innovation as the means to this end. Maybe they’ll work for you or for your CEO. Take a Shift in the Factory.

CEO 207

CEO Chief Executive Officer Business Model Competitive Advantage 207

Harvard Business Review

DECEMBER 13, 2013

When I took over as CEO of Intralinks, a company that provides secure web based electronic deal rooms, the company was hemorrhaging so much cash that its survival was at stake. I spent more than four hours listening in to client support calls at the call center. So, what I do on my first day? So, what’s your plan?”

Call Center 11

Call Center Learning-by-Doing CEO Planning 11

Deming Institute

APRIL 25, 2016

This is even more true in services where often you can’t inspect to catch errors before the customer is disappointed (think of call centers for example). What we want to do is improve the system to reduce the instance of poor results, not to inspect our unreliable process to remove bad results.

Deming 28

Deming System Senge Seminar 28

Harvard Business Review

SEPTEMBER 18, 2013

The speakers are no slouches: eBay founder Pierre Omidyar, Bill Ford (yes, that Bill Ford), Karen May (VP of Talent at Google), and Linked In CEO Jeff Weiner top the bill. Consider what happened when a call-center company called Appletree consciously set about increasing compassion among employees. At Wisdom 2.0,

Management 13

Management Senge Call Center Bottom-up 13

Harvard Business Review

AUGUST 22, 2011

With much of the corporate world's customer interactions handled by offshore call centers, reps are often incapable of relating to customers' needs. The Bank of Montreal Financial Group uses simulations and coaching to improve its call-center operations, and a similar strategy was adopted by Primera Therapeutics.

Call Center 13

Call Center Offshoring Policies System 13

Harvard Business Review

MAY 8, 2017

Transformational CEOs Tend to be “Insider Outsiders” The list is topped by companies headed by visionary founders with no prior experience in their industries; Jeff Bezos came from the world of finance, and Reed Hastings from software. These CEOs are what we call “insider outsiders.”

Franchising 15

Franchising CEO Business Model Strategy 15

Harvard Business Review

NOVEMBER 7, 2014

I started in the call center,” a CEO from a financial services business unit told us. “I For example, a CEO of a beverage company, asked to name the most important responsibility of a leader, said it was “to create the emotional bond between our people and the organization.” Formative early experiences. Enough said.

Workshop 13

Workshop Restructuring CEO Morale 13

Harvard Business Review

NOVEMBER 7, 2014

I started in the call center,” a CEO from a financial services business unit told us. “I For example, a CEO of a beverage company, asked to name the most important responsibility of a leader, said it was “to create the emotional bond between our people and the organization.” Formative early experiences. Enough said.

Workshop 13

Workshop Restructuring CEO Morale 13

Harvard Business Review

MAY 5, 2016

After yet another painful discussion about what to do, the late Andy Grove, then Intel’s president, turned to CEO Gordon Moore and asked , “If we got kicked out and the board brought in a new CEO, what do you think he would do?” ” Moore answered without hesitation: “He would get us out of memories.”

Levitt 8

Levitt Disaggregation Kaizen Call Center 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

JUNE 2, 2014

You have front-line employees who create what you sell or who deal directly with customers: software developers, sales reps, call-center staffers, and so on. When Alan Mulally first became CEO of Ford, he did away with the CEO’s chief of staff position. It’s the same in a company.

Cost 11

Cost Span of Control Management Bureaucracy 11

Great Leadership By Dan

MAY 7, 2019

Take a new competitive threat for example… (SENSE) Sales people might hear and observe their customers’ reactions to that threat – as might your market researchers, call center folks, external market experts, and even your finance team as they watch the erosion of market share and revenue.

Outsourcing 196

Outsourcing Trends Consensus Committee 196

Harvard Business Review

AUGUST 5, 2014

Deborah DiSanzo, the CEO of Philips Healthcare, was once a CMO. She knew that to have a role in steering strategy, she had to earn the trust of her CEO and board. “To When it comes to transforming an organization, clearly leaders across the C-suite, starting with the CEO, have critical roles to play.

P&L 10

P&L Banking Marketing Call Center 10

Harvard Business Review

APRIL 24, 2015

In a study we conducted at the tech-support call center at Wipro, a business-process outsourcing company based in Bangalore, India, we found that thinking improves performance. The research team identified two types of CEOs. What helps? Reminding ourselves that taking the time to reflect can help make us more productive.

Outsourcing 8

Outsourcing Self-aware Learning-by-Doing Productivity 8

Harvard Business Review

NOVEMBER 29, 2017

Our headquarters was in the center of the mandatory evacuation zone, and many employees who lived nearby were ordered to evacuate. CEO Nersesian’s messages to employees emphasized people first, response and resources second. It was evident that we faced a crisis of a magnitude we hadn’t prepared for.

Crisis 8

Crisis Long-term Short-term Crisis Management 8

Harvard Business Review

AUGUST 28, 2017

While it’s clear that CEOs need to consider AI’s business implications, the technology’s nascence in business settings makes it less clear how to profitably employ it. They add that strong support comes not only from the CEO and IT executives but also from all other C-level officers and the board of directors.

Survey 11

Survey Execution First-mover Advantage Technology 11