Tony Mayo

OCTOBER 13, 2010

The famous MIT Media Lab has developed a compact device, pictured above, to track and quantify these all-important employee interactions. File Backup and Sharing by SugarSync Free Conference Calls Google Alerts LinkedIn Mail2Web Exchange Server Online Appointment Scheduling by Tungle.Me

Mayo 146

Mayo Executive Coaching Efficiency Handbook 146

Strategy Driven

JANUARY 2, 2015

‘Customer care’ means that customer service is palmed off on some call center. . ‘Right now’ is a vendor term for what they’re peddling, rather than what the marketplace really needs. Expect to render good business all the time.

Strategy 50

Strategy Strategic Planning Budgeting Risk Management 50

Strategy Driven

OCTOBER 7, 2016

As a reaction to industrial reforms and the strength of unions, a Hard Nosed style of leadership was prominent from 1910-1939, management’s attempt to take stronger hands, recapture some of the Captain of Industry style and build solidity into an economy plagued by the Depression. In this era, business started embracing formal planning.

Management 70

Management Hostile Takeover Management by Objectives Objective 70

Harvard Business Review

OCTOBER 10, 2017

But Bernstein and his team observed that when managers were not watching, employees secretly developed and shared better ways of doing the work. In Precision’s case, good tactical performance required developing rules, checklists, and standard operating procedures and then following them closely.

Organization 13

Organization Tactics Call Center Metrics 13

Strategy Driven

DECEMBER 18, 2015

As a reaction to industrial reforms and the strength of unions, a Hard Nosed style of leadership was prominent from 1910-1939, management’s attempt to take stronger hands, recapture some of the Captain of Industry style and build solidity into an economy plagued by the Depression. In this era, business started embracing formal planning.

Hostile Takeover 50

Hostile Takeover Management by Objectives Objective Scientific Management 50

Harvard Business Review

OCTOBER 22, 2018

Our call centers became the FEMA call centers. We’re now looking into developing other businesses and strengthening our presence in other industries. For example, now with our call center experience, we are competing for the call centers for the U.S. and Caribbean.

Media 10

Media Company Call Center Real Estate 10

Harvard Business Review

AUGUST 31, 2018

Developing a diverse leadership pipeline can benefit companies in all sectors. And yet black women’s advancement into leadership roles has remained stagnant , even as the number of them in professional and managerial roles has increased. They confidently seize opportunities.

Management 13

Management Tacit Knowledge Diversity Leadership Pipeline 13

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

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. To have the influence to help set business strategy for the company, CMOs need to translate customer insights into terms meaningful to senior leadership.

P&L 11

P&L Banking Marketing Call Center 11

Harvard Business Review

APRIL 20, 2017

For example, RPA will seldom replace the entire “job” of a call center representative. While the human “co-pilot” no longer does the work of routine navigation and piloting, they still do things like observing the driverless operation, and stepping in to assist with unusual or dangerous situations.

Supply Chain 10

Supply Chain Outsourcing Call Center Organization 10

Harvard Business Review

AUGUST 28, 2017

And AI success stories are becoming more numerous and diverse, from Amazon reaping operational efficiencies using its AI-powered Kiva warehouse robots, to GE keeping its industrial equipment running by leveraging AI for predictive maintenance. Without support from leadership, your AI transformation might not succeed.

Survey 12

Survey Execution First-mover Advantage Technology 12

Harvard Business Review

DECEMBER 6, 2012

One success story occurred when a front-line associate in a call center posted online she didn't like a new process. To speed operations and improvement, Process Strategy 2.0 To speed operations and improvement, Process Strategy 2.0 The senior leader saw the comment on their social platform and asked "why not?"

Process 8

Process Examples Strategy Six Sigma 8

Harvard Business Review

JUNE 20, 2014

But she also realized that the company needed to develop greater marketing muscle to drive a commercial transformation. In our experience, there are specific steps CEOs and CMOs can take to develop a working relationship that is dynamic and useful. Develop—and stick to—a marketing blueprint. Who should lead our transformation?

CEO 8

CEO Marketing Hotels Long-term 8

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. This leadership imperative goes far beyond being collaborative and "playing nicely" with peers.

Proposal 11

Proposal Cialdini Execution Influence 11

Skip Prichard

OCTOBER 14, 2019

Although none are perfect, they operate in a way that generates engagement and fulfillment for their employees, delight and loyalty for their customers, positive contributions to their communities and to the environment, and excellent returns for their owners and investors. The results of John Ratliff’s healing leadership have been dramatic.

How To 82

How To Simon Learning-by-Doing Organization 82

Harvard Business Review

NOVEMBER 26, 2015

The job can be stressful not only because it involves helping frustrated customers with their problems but also because Indian call-center employees are often expected to “de-Indianize” many elements of their behavior, such as adopting a Western accent and attitude.

Power 8

Power Outsourcing Self-aware Airlines 8

Harvard Business Review

MAY 8, 2017

He got the top job because of that, and then as CEO he accelerated cloud-business development to make it the company’s primary strategy. Today AWS accounts for just 10% of Amazon’s $150 billion in revenue, but generates close to $1 billion in quarterly operating profit. The same was true of Adobe’s Shantanu Narayen.

Franchising 15

Franchising CEO Business Model Strategy 15

Strategy Driven

DECEMBER 15, 2010

Whether you are developing a mathematical optimization or just trying to drive more effective and efficient use of resources across the organization, the resource optimization model should be based on the objective, decision variables and constraints. She holds an MS in Management Sciences from the University of Maryland.

Resources 50

Resources Process Constraint Objective 50

Harvard Business Review

MARCH 17, 2016

Beyond traditional hierarchies and contracts, networks and social and external collaborations will make leadership more horizontal, shared, and collective. This quadrant might include work where employees are colocated and the operations and workers are easily accessible through physical connections. All-inclusive global talent market.

Human Resources 8

Human Resources Technology Globalization Trends 8