Let's Grow Leaders

DECEMBER 22, 2016

The Winning Well workshops, the keynotes, the 2017 planning, the filming, the travelling (well not that), the rehearsals, the concerts, the shopping, the cooking, the visits, and then the pause. Police, firefighters, military, call centers, convenience stores. In our family we also have concerns that weigh heavy.

Power 180

Power Film Call Center Workshop 180

Harvard Business Review

MAY 11, 2012

The Best Exotic Marigold Hotel , a new film set in India and directed by Shakespeare in Love's John Madden (age 63), hangs its plot on the notion of "outsourcing" the elderly. screens this month comes with $70 million in foreign box office receipts already in hand, for a film that cost a modest $12 million to make.

Outsourcing 11

Outsourcing Film Hotels Open-book 11

Harvard Business Review

AUGUST 16, 2013

I saw this firsthand when I was a PhD student, in the call center of a large telecommunications company. Every detail of representatives'' work was measured and recorded: the number of rings it took them to answer each call; the number of seconds they placed each call on hold; the amount of time they spent resolving each call, etc.,

Call Center 11

Call Center Telecommunications Stress Film 11

Harvard Business Review

JULY 12, 2011

Unable to gain resolution with Delta, the two Staff Sgts filmed a YouTube video about the incident. When customers contact a call center, it's because there is an exception within the existing process and they need judgment that only employees can provide.

Metrics 15

Metrics Film Call Center Guidelines 15

Harvard Business Review

JULY 21, 2015

The researchers asked their subjects to watch a film that would usually make them happy — a figure skater winning a medal. But before watching the film, half of the group was asked to read out a statement about the importance of happiness in life. Focusing on happiness can actually make us feel less happy. The other half did not.

Film 8

Film Seminar EVA Productivity 8