Harvard Business Review

OCTOBER 10, 2017

Three finance professors once asked more than 400 executives what they would do if their quarterly earnings targets were at risk. In an experiment, we approached the call center of a bank’s consumer loans business. (We’ve We made a number of operational changes to the call center.

Organization 12

Organization Tactics Call Center Metrics 12

Harvard Business Review

DECEMBER 13, 2013

I spent more than four hours listening in to client support calls at the call center. To say they were surprised is an understatement: Many CEOs never visit the call center, and virtually none do it their first afternoon on the job. So, what I do on my first day?

Call Center 12

Call Center Learning-by-Doing CEO Planning 12

Decker Communication

NOVEMBER 21, 2019

Leadership is something that’s required at every level of an organization—from a new call center associate to a department head. And to succeed in today’s ever-changing, tech-enabled, global business climate, all leaders need to know how to influence. The Days of Centralized Leadership in Business are Long Gone. .

Decentralization 81

Decentralization Blanchard IPO Call Center 81

Harvard Business Review

APRIL 28, 2016

They’ve redesigned their core processes in the area of procurement (online shopping), talent acquisition (marketplaces), collaboration (social networking), market research (peer reviews), finance (mobile payments) and travel (room and ride sharing). Instead of focusing on how to make tradeoffs, we need to focus on how to transcend them.

Loyalty 8

Loyalty Peer Review Efficiency Call Center 8

Harvard Business Review

MARCH 23, 2012

How can we share insights and innovations that allow our employees to be more productive? Once the shining example of call-center customer service, they dropped to nearly last in the industry in customer satisfaction in 2007. But like many companies, they didn't know how to act on it. Take Sprint.

Metrics 12

Metrics Parcell Call Center Productivity 12

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. Machine learning is a powerful tool, but it’s not right for everything. There’s no one-size-fits-all AI solution.

Survey 11

Survey Execution First-mover Advantage Technology 11

Harvard Business Review

AUGUST 31, 2018

They were employed in midlevel to upper-midlevel management positions in strategy, finance, marketing, legal, operations, and technology functions. Secondly, they can embed inclusive behaviors and practices into employee and manager development, like this online course that teaches how to build trust and create an inclusive team environment.

Management 13

Management Tacit Knowledge Diversity Leadership Pipeline 13