Harvard Business Review

JULY 19, 2013

Consider the type of business and industry. Plan for a realistic amount of sales and interest so you can conservatively manage your finances. What is markedly different about the company is these rates are only available through the Getaroom.com call center. Are you counting on advertising to bring in customers?

Entrepreneur 9

Entrepreneur Hotels Travel Call Center 9

Harvard Business Review

DECEMBER 6, 2017

You can use old technology like a land line to enter your SSN or you can relay it to a call center employee in India who can verify it. Much like credit data, we could soon have a burgeoning cottage industry in what I call extrapolated uses of biometric data. There is a beauty in the simplicity of the nine-digit SSN.

Crisis 9

Crisis Insurance Technology Credit Scoring 9

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. It means being an excellent communicator in every facet of business life, from short rides on the elevator to IPO roadshows, from team meetings to industry events, and everything in between.

Decentralization 81

Decentralization Blanchard IPO Call Center 81

Harvard Business Review

MAY 5, 2016

They see disrupted incumbents from retail, finance, health care, transportation, professional services, and manufacturing requiring radical restructuring of assets, productivity , and innovation. Top managers in disrupted industries increasingly find this question less rhetorical than newly fundamental.

Levitt 8

Levitt Disaggregation Kaizen Call Center 8

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). It’s probably coming from outside your industry.

Loyalty 8

Loyalty Peer Review Efficiency Call Center 8

Strategy Driven

MAY 26, 2021

The suite comes with many impressive AI applications that you can integrate directly into your deployment and productivity pipeline almost immediately: Contact Center AI; allows you to automate your call center interactions with customers. A Binary Decision?

Tools 91

Tools Analysis Software Document 91

Harvard Business Review

MAY 8, 2017

We recruited a panel of expert judges (see the list below), who evaluated the companies through the lens of their own expertise and gauged which transformations were most durable and had the highest impact in their industries. Has this transformation had impact on customers and its industry in the past decade?

Franchising 15

Franchising CEO Business Model Strategy 15

Harvard Business Review

NOVEMBER 13, 2013

Fortunately for would-be entrepreneurs everywhere else, the Valley doesn’t hold that claim in every industry (yet). Finance has homes in New York, Hong Kong, and London. Finding talent and financing isn’t the only hurdle to overcome on the road to startup success; it’s the first of many. The list goes on and on.

Entrepreneur 8

Entrepreneur Venture Funding Finance Engineering 8

Harvard Business Review

MARCH 23, 2012

Once the shining example of call-center customer service, they dropped to nearly last in the industry in customer satisfaction in 2007. So early on, Finance and HR collaborated to simplify the process, reducing the number of data metrics. Asking those questions is the first step. Take Sprint.

Metrics 12

Metrics Parcell Call Center Productivity 12

Harvard Business Review

FEBRUARY 9, 2011

We call these people Cost Center Consumers, and they come in two flavors. They tie up your call centers, incur costly returns, and generate other costs that occur below the gross margin line, which is harder to see. Divas: These are high maintenance consumers who drive costs up after purchase.

P&L 14

P&L Supply Chain Retail Price 14

Harvard Business Review

NOVEMBER 4, 2011

A finance manager's proposal to reduce staffing in a customer call center, for example, may reduce expenses but handicap the organization's ability to respond to customer needs — and present a hurdle to completing a major new customer sale.

Proposal 11

Proposal Cialdini Execution Influence 11

Harvard Business Review

AUGUST 31, 2018

Firms with the most ethnically diverse executive teams were 33% more likely to outperform their peers on profitability, and those with executive-level gender diversity worldwide had a 21% likelihood of outperforming their industry competitors. I had a very diverse team with a very different and strong culture.

Management 13

Management Tacit Knowledge Diversity Leadership Pipeline 13

The Horizons Tracker

OCTOBER 25, 2023

Large Language Models (LLMs) such as ChatGPT are disrupting the finance world, as exemplified by Morgan Stanley’s experimentation with an OpenAI-powered chatbot to assist their financial advisors. As LLMs progressively permeate the finance industry, it is crucial to thoughtfully embrace and adapt to this transformative shift.

Finance 99

Finance Power Early Adopters Call Center 99

Harvard Business Review

APRIL 13, 2017

Cognitive computing and artificial intelligence (AI) are spawning what many are calling a new type of industrial revolution. Insight Center. How it will impact business, industry, and society. Chatbots are increasingly becoming commonplace in every type of setting, including enterprise and customer call centers.

Technology 9

Technology System Learning-by-Doing Video 9