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 13

Organization Tactics Call Center Metrics 13

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

Harvard Business Review

AUGUST 28, 2017

And we expect at least a portion of current AI piloters to fully integrate AI in the near term. With the AI field recently picking up its pace of innovation after the decades-long “AI winter,” technical expertise and capabilities are in short supply. There’s no one-size-fits-all AI solution.

Survey 12

Survey Execution First-mover Advantage Technology 12

Harvard Business Review

JULY 19, 2013

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. Others travel sites outsource their call centers overseas and really push all interactions to be electronic.

Entrepreneur 9

Entrepreneur Hotels Travel Call Center 9

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. The participants were American women whose racial and ethnic identity was African American/black, Asian American, Latin/Hispanic, or any combination of these races and ethnicities.

Management 13

Management Tacit Knowledge Diversity Leadership Pipeline 13

Harvard Business Review

APRIL 13, 2017

We’re defining AI here as a broad term that loosely refers to computers that can perform tasks that once required human intelligence. But this can allow a malicious intruder, masquerading as a bot, to gain access to systems for long periods of time — and go largely undetected.

Technology 9

Technology System Learning-by-Doing Video 9