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

The Empowered Buisness

JULY 14, 2015

For example, A successful CFO is likely to have such MAPs (Motivation and Attitudinal patterns) as — strong motivation toward procedures over options; a preference for solving problems over focus on goals; and a high past time orientation that drives focus on traditions, past experience and benchmarks. Increased revenues – 33%.

Motivation 100

Motivation Leadership McClelland Long-term 100

Harvard Business Review

JANUARY 28, 2015

For example, a call center may pride itself on completing X percentage of service calls within 30 seconds, but that’s not a valuable metric for determining overall customer satisfaction – or what the customer then does after that service interaction.

COO 8

COO Planning Metrics Call Center 8

Harvard Business Review

OCTOBER 26, 2016

Will we all be working out of call centers or supermarket kiosks next year? The next day, back in Istanbul, Sena met with Ahmet Ozan, the company’s CFO. “The market research from Capital is promising. “I can just hear Erkan saying that,” Sophie said. “He hates change.” “So what?

Case Study 8

Case Study CEO Banking Agility 8