Strategy Driven

JANUARY 20, 2024

In this blog, we’ll explore the top jobs that small businesses can consider outsourcing to enhance their operations and competitiveness. Outsourcing customer support to a call center or customer service agency can provide 24/7 coverage, multilingual support, and cost-effective solutions for handling customer inquiries and issues.

Outsourcing 109

Outsourcing Compliance Content Efficiency 109

Chart Your Course

SEPTEMBER 16, 2018

It’s no secret millennials have changed and impacted the workplace as we know it, most notably the layout and operation of our workspaces. 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.

Call Center 100

Call Center Career Environment Course 100

Surviving Leadership

OCTOBER 29, 2018

There is a noticeable focus on “culture” lately, whether the topic is recruiting, engagement, development, retention, what have you. 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

Harvard Business Review

MARCH 17, 2016

Important clues are emerging from a unique consortium of human resource executives and other leaders. This quadrant might include work where employees are colocated and the operations and workers are easily accessible through physical connections. How can leaders navigate this new digital work ecosystem?

Human Resources 8

Human Resources Technology Globalization Trends 8

Harvard Business Review

JULY 19, 2011

While it may not be intuitive to global readers, I see many similarities between Samsung's transformation from local leader in Korea to major player on the world stage and our own journey in building the United Bank for Africa into a group that operates in 20 countries and on three continents.

Venture Funding 12

Venture Funding Banking Participative Globalization 12

Harvard Business Review

OCTOBER 23, 2012

In a few minutes, the secretary called back and arranged an appointment for the next day. What excited Sam was McGregor's clear and compelling articulation of the personnel (today, we say "human resources") policies in which he instinctively believed. It was also central to how Sam built Circuit City.

McGregor 8

McGregor Human Resources Retail Taylorism 8

Harvard Business Review

AUGUST 5, 2014

That means churning through data to find insights that others haven’t seen and then developing the organizational capability to act on them faster and better to drive above-market growth. Design the right strategies and processes to carry out the vision in a multichannel world. Customer journeys are complex and crisscross the organization.

P&L 10

P&L Banking Marketing Call Center 10