Tony Mayo

OCTOBER 13, 2010

Top Executive Coaching with Tony Mayo About Tony Mayo Newsletter Sign-up Sections Client Comments For Executive Coaches For Executives For Fun For Salespeople Quotes and Aphorisms Recommended Books Technology Tips Videos & Podcasts Popular Posts Twitter Log IX About Tony Mayo Truth or Consequences?

Mayo 146

Mayo Executive Coaching Efficiency Handbook 146

Harvard Business Review

APRIL 22, 2015

To build new technologies your frontline employees will use and trust — tools that will actually improve the customer experience — you need to ask for their feedback at every stage of development. For example, at Verizon we recently developed and introduced two new technologies to our call centers.

Tools 8

Tools Call Center Technology Metrics 8

Harvard Business Review

OCTOBER 22, 2018

Our call centers became the FEMA call centers. For example, now with our call center experience, we are competing for the call centers for the U.S. Or a desire to invest in other newer parts of the business — the solar, the housing, the call centers, etc? and Caribbean.

Media 10

Media Company Call Center Real Estate 10

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. While investment in AI is heating up, corporate adoption of AI technologies is still lagging.

Survey 11

Survey Execution First-mover Advantage Technology 11

The Practical Leader

JULY 20, 2011

The first two rings (my last two blog posts) deal with things — technology, products, services, systems, processes, structures, and so on. To win today, you have to delight and astound your customers — with products and services that far exceed their expectations.&# That’s even truer today. The Third Ring deals with people.

Sharpe 53

Sharpe Deming Hotels Quality 53

Harvard Business Review

OCTOBER 10, 2017

military says, volatility, uncertainty, complexity, and ambiguity , where technology and strategy changes rapidly. In an experiment, we approached the call center of a bank’s consumer loans business. (We’ve This call center employed all the best practices of the day: A psychologist created scripts of talking points.

Organization 12

Organization Tactics Call Center Metrics 12

Terry Starbucker

JUNE 19, 2011

A lot of it surrounded improvements to call centers, and this was where the dilemma came to the surface. It was a discussion on “hold times”, and how that impacts a customer’s view of the company, and ultimately, their propensity to retain (or recommend) the service. But that costs money. Boom, the dilemma. To the customer.

Call Center 264

Call Center Metrics Bottom-up Cost 264

Harvard Business Review

MAY 29, 2018

According to Constellation Research , businesses across all sectors will spend more than $100 billion per year on Artificial Intelligence (AI) technologies by 2025, up from a mere $2 billion in 2015. Insight Center. How to Put AI Into Practice. Stephen Swintek/Getty Images. The marketing industry will be no exception.

Marketing 8

Marketing Policies Technology Franchising 8

Harvard Business Review

OCTOBER 30, 2014

A new era of Taylorization has begun, thanks to the widespread penetration of technology at work. That is, even if managers understood how to make the most of big data, and even if employees were happy to put up with this Orwellian scenario, there would still be a difference between what organizations should do, and what they would do.

Talent Management 10

Talent Management Human Resources Taylorism Taylor 10

Harvard Business Review

JUNE 16, 2016

Our research and client engagement experience has shown us that generating strong returns from the digital sensors, wireless communications devices, digital cameras installed in buildings and other smart, connected devices does not come down to writing big checks or being technologically savvy. The call center logs customer complaints.

Productivity 8

Productivity Products Wireless Technology 8

Harvard Business Review

OCTOBER 19, 2016

I’m teaching a new course this semester on cognitive technologies (AKA artificial intelligence) to Babson MBAs. Many of them are new to this set of technologies, and seeing the topic through my students’ eyes has made me realize how overwhelming it can be. Insight Center. The Automation Age. Sponsored by KPMG.

Organization 8

Organization Software CRM Technology 8

Harvard Business Review

APRIL 21, 2011

But already a pervasive network also lets firms ship calls to virtual call centers. LiveOps is one company that helps put call center work in the cloud. As the expanding network lets us reconsider how to allocate work and who to allocate it to, one emerging question is how to best lead that more distributed work.

Call Center 12

Call Center Offshoring Charisma Video 12

Harvard Business Review

JUNE 3, 2015

Insight Center. The technologies and trends shaping tomorrow’s businesses. Given that onboarding can be a stressful time for individuals, this organizationally focused approach makes a great deal of sense: individuals need simply to learn how to behave in clearly defined ways. The Future of Operations.

Development 8

Development Call Center Operations Health Care 8

Harvard Business Review

AUGUST 16, 2013

So what do you do if you''re not in a setting where meaning is obvious — because your organization, for example, exists to provide life-saving technology or to raise people out of poverty? I saw this firsthand when I was a PhD student, in the call center of a large telecommunications company. Joan''s emphasis.]

Call Center 11

Call Center Telecommunications Stress Film 11

Harvard Business Review

FEBRUARY 9, 2011

While practical applications of the Watson technology are probably some way off, other forms of AI are already in use in certain industries, such as automobiles. At the same time, CIOs should be planning for the introduction of Watson-based technologies.

CIO 14

CIO System Project Call Center 14

Harvard Business Review

JANUARY 17, 2013

Instead of the deployment of technology, it focuses on the exploration of information. They also spend time in the field with inspectors (who conduct tax investigations) and call-center staffers (who negotiate with taxpayers).

Project 8

Project Call Center Information Retail 8

Harvard Business Review

AUGUST 31, 2016

But in addition to the concerns retail tracking raises for consumers , these technologies have serious implications for workers. But new retail technologies may diminish the value of workers’ customer knowledge, in two ways. This effect of data collection is often overlooked. out-of-store activities, browsing history, etc.),

Retail 8

Retail Software Long-term Technology 8

Harvard Business Review

MAY 2, 2012

The ability to make it easy for customers to alter products to better meet their needs is not confined to technology firms. The apps help its salespeople access Aflac's customer database, policy information, claims information and the like while on the road, freeing them from being tethered to the computer or a call center.

Company 14

Company Software Call Center Innovation 14

Harvard Business Review

JULY 19, 2016

.” When the company upgraded its commercial insurance line for small businesses a few years ago, the agents jammed internal call centers with questions about how the policies worked and how to set sales quotes. The cost of simply expanding the call centers was prohibitive.

Company 8

Company Insurance Call Center Bottom-up 8

Harvard Business Review

MARCH 25, 2015

Faced with such dramatic shifts in their market, many insurers have fallen into the classic trap of trying to figure out how to sell their existing products, rather than creating new sales engagement models that focus on customers’ real needs. Client protection, investment, and retirement needs vary across life stages and demographics.

Insurance 8

Insurance Policies Productivity Products 8

Harvard Business Review

MARCH 26, 2012

But the technologies that drove these coordination-related scale advantages are becoming increasingly cheaper and more pervasive. Where only the largest organizations could operate 24-hour call centers, today, even small organizations have access to companies like Global Response. So what's the solution?

Porter 12

Porter Competitive Advantage Safe Harbor Efficiency 12

Harvard Business Review

NOVEMBER 23, 2010

One software design firm we studied had a long-time partner that was trying to figure out how to hire and develop an "in house" group to manage network and technology hardware issues. The partner confidentially approached the software CEO for advice on how they developed and trained their own staff over the years.

Entrepreneur 14

Entrepreneur Strategy Telecommunications Software 14

Harvard Business Review

JUNE 27, 2013

Here''s the problem: Everyone talks about customer experience innovation, but no one knows quite what it is or how to attain it. Other companies pray that technology can save them. Sixty-two percent of our panelists report that technology advancements drive their firms'' innovation activities.

Innovation 8

Innovation Forrester Business Model Long-term 8

Harvard Business Review

FEBRUARY 3, 2016

Twenty years ago, Louis Gerstner transformed IBM by emphasizing consulting and technology services — not just technology — to solve customer problems. Insight Center. How technology is changing the way we work. They know how to achieve product/market fit and which ideas to pursue later on.

Venture Capitalist 8

Venture Capitalist Short-term ROI Long-term 8

Harvard Business Review

APRIL 11, 2012

How to do that with, say, work in a modern office environment isn't as easy as buying an attachment for your iPod. But technology is moving in that direction. Call-center workers are already subjected to this kind of scrutiny , and it doesn't sound like fun. As Thomas W. Malone, Robert J.

Document 12

Document Call Center Blog Entrepreneur 12

Harvard Business Review

AUGUST 15, 2016

How to Get the Feedback You Need. For example, if your customer feedback is organized around touchpoints within lines of business, survey employees who interact with customers at those same touchpoints, such as a call center conversation or an account signup. The only person who could drive a linked system was the CEO.

Survey 8

Survey Retail System Automotive 8

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

Harvard Business Review

DECEMBER 6, 2011

Given today's technology available for data acquisition as well as new developments in analytics, it is possible to do much better than this. Call center companies are increasingly capitalizing on their ability to track individual sales to match the most effective people with the right opportunities.

Retail 15

Retail Merchandising Succession Taylorism 15

Harvard Business Review

OCTOBER 23, 2012

Taylor, the 19th century guru of time and motion studies, which were used by management to micromanage workers; to tell them not only what to do but also how to do it. At the same time, technology has the potential to take us back to Theory X. This was the popular perspective espoused by Fredrick W.

McGregor 8

McGregor Human Resources Retail Taylorism 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 13

Metrics Parcell Call Center Productivity 13

Harvard Business Review

MAY 8, 2017

That knowledge helped them understand how to make change happen inside an organization. In 2011 the board selected as the new CEO one of its own members, Heinrich Hiesinger, a Siemens executive with experience supplying technology to many industries. ” Make no mistake, they have substantial relevant experience.

Franchising 15

Franchising CEO Business Model Strategy 15

Strategy Driven

DECEMBER 15, 2010

Each issue is packed with thought-provoking content and insight into the business issues that affect all companies competing in today’s technology-driven marketplace with recent contributions by best-selling author and researcher Tom Davenport; social media guru Chris Brogan; and Myron Scholes, world renowned economist and Nobel Prize winner.

Resources 50

Resources Process Constraint Objective 50

Harvard Business Review

JULY 21, 2015

To start, we don’t really know what happiness is, or how to measure it. And just because we have more advanced technology today doesn’t mean we’re any closer to pinning down a definition, as Will Davies reminds us in his new book The Happiness Industry. As Darrin M. It’s compulsory.

Film 8

Film Seminar EVA Productivity 8

Harvard Business Review

NOVEMBER 6, 2015

I know how to look up what I need or want. Not surprisingly, here is how interest in “retargeting” tracked along with “how to block ads”: Ad blocking at this stage is mostly prophylaxis. One wrote: There’s lots of good reasons to block ads. It’s overkill to the point of being sickening.

Advertising 8

Advertising CRM Long-term Short-term 8

Harvard Business Review

APRIL 13, 2017

Cognitive computing and artificial intelligence (AI) are spawning what many are calling a new type of industrial revolution. While both technologies refer to the same process, there is a slight nuance to each. In addition, there are unique and new cyber risks associated with cognitive and AI technology.

Technology 9

Technology System Learning-by-Doing Video 9

Harvard Business Review

MAY 13, 2015

Brands that are extending their digital storefronts into the physical world, like Birchbox, Warby-Parker, and Bonobos are well poised to explore how customization might materialize in a brick-and-mortar environment. Technology can power smarter media placements and dynamic creative strategies at scale. ” Data.

Brand 8

Brand Disintermediation Media Metrics 8

Harvard Business Review

AUGUST 19, 2013

IT professionals need to recognize and embrace the Serendipity Economy in order to better understand the impact of technology investments, improve employee engagement and drive business transformation. Technology investments work the same way. Serendipity into Performance. The measure of value requires external validation.

CTO 8

CTO Franchising CIO Short-term 8