Lead Change Blog

JANUARY 13, 2015

I had a strong track record of success in human resources and call centers, but my highly experienced team was skeptical. Karin Hurt says: “I’ve been that leader.” ” I was selected to lead a large retail sales team of 2000+ employees with no Retail or sales background.

Retail 150

Retail Morale Call Center Human Resources 150

Surviving Leadership

NOVEMBER 2, 2017

We were geographically dispersed – call centers, field technicians, and a big ol’ headquarters filling two rather large office buildings. Early in my HR career, I worked for a large Fortune 200 organization that sold pay TV. The culture at this place was…I’ll say challenging.

Human Resources 75

Human Resources Call Center CEO Career 75

Chart Your Course

JULY 31, 2017

For example, Aspect uses forecasting tools and looks at historical patterns to better determine the number of agents who should be working in your call center at any given time. In other words, the workforce management software allows you to staff your call center appropriately without much in the way of logistics.

Management 113

Management Software Call Center Tools 113

Surviving Leadership

OCTOBER 29, 2018

This would include a day spent with an installation tech and a day spent with a call center agent – preferably, in a market other than your own. .” Basically, if you worked in corporate, you were encouraged (and at director and above, required) to do a quarterly visit in the field.

CFO 58

CFO P&L Call Center COO 58

Women on Business

JANUARY 11, 2011

Your federal small business loan can fund a call center and answering service , linking local talent to employers nationwide. Detroit , MI With the auto industry and heavy manufacturing in decline, Detroit is using its stimulus dollars to combat soaring unemployment.

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Press Release Discount Education Transportation 157

Harvard Business Review

JULY 31, 2014

Have you ever noticed how ambivalent line managers are about the Human Resources function? As Dave Ulrich pointed out almost 20 years ago in his classic book, “Human Resource Champions,” there are actually four roles played by HR people: administrative expert, employee advocate, strategic business partner, and change agent.

Human Capital 13

Human Capital Management Charan Human Resources 13

Harvard Business Review

OCTOBER 30, 2014

The hope, at least for cutting-edge bosses, is that technology will enable them to measure, predict, and manage employees’ job performance, not just in call centers and manufacturing plants, but also in creative, complex, and knowledge-intensive jobs. We created them to extend ourselves, and that is what is unique about human beings.”

Talent Management 11

Talent Management Human Resources Taylorism Taylor 11

Harvard Business Review

OCTOBER 13, 2014

The effectiveness of the customer service call center” is too vague and might be narrowed down to “the percentage of incoming calls successfully routed to the appropriate technician within three minutes of receipt.”. Change management Human resources Operations' Identify a target outcome.

Flextime 11

Flextime Call Center Human Resources CRM 11

Harvard Business Review

JULY 19, 2011

They reported to host businesses in Lagos, Accra, or Nairobi to work as product managers, product marketing managers, financial analysts, human resource analysts, and strategic business analysts for eight weeks before returning to end-of-program sessions beginning August 4 in Lagos.

Venture Funding 13

Venture Funding Banking Participative Globalization 13

Harvard Business Review

OCTOBER 23, 2012

In a few minutes, the secretary called back and arranged an appointment for the next day. What excited Sam was McGregor's clear and compelling articulation of the personnel (today, we say "human resources") policies in which he instinctively believed. At the same time, technology has the potential to take us back to Theory X.

McGregor 8

McGregor Human Resources Retail Taylorism 8

Harvard Business Review

SEPTEMBER 4, 2015

People tend to associate Pollyanna-type positivity with inexperienced managers trying to squeeze a little more work out of frontline employees, or with the “keep smiling” wall posters in the call center. Our team, which included Winny Shen of the University of South Florida, Eugene Kim of Georgia Tech, and Amanda J.

Power 8

Power Stress Creativity Survey 8

Harvard Business Review

AUGUST 5, 2014

Point solutions, such as focusing on the call center, the store, or the website, no longer cut it in a multichannel environment, not when delivering excellent customer journeys can increase revenues up to 15 percent and cut costs by up to 20 percent.

P&L 10

P&L Banking Marketing Call Center 10

Harvard Business Review

MARCH 16, 2015

For the organization that has a severe noise problem (think call centers or co-working spaces that are becoming very popular among entrepreneurs and startups), there are a few surprising and stylish fixes that can be installed to reduce sound. Bring in sound absorbing materials without sacrificing design.

Bottom-up 8

Bottom-up Environment Productivity Products 8

Harvard Business Review

APRIL 20, 2017

For example, RPA will seldom replace the entire “job” of a call center representative. Certain tasks, such as talking a client through their frustration with a faulty product or mishandled order will, for now, remain a human task. Optimizing RPA can only be done when the work is deconstructed.

Supply Chain 10

Supply Chain Outsourcing Call Center Organization 10

Harvard Business Review

APRIL 7, 2016

According to the Society for Human Resource Management (SHRM), late 2015 was the most difficult hiring period in four years. Genesys, a pioneer of customer experience and call center software, has offices across the globe, and it’s growing quickly, having acquired 10 companies since 2012.

Marketing 8

Marketing Strategy Hammer Media 8

Harvard Business Review

AUGUST 15, 2016

At one 170,000-employee big box retailer, linking the feedback systems would require approvals from three different senior executives, the CMO, the chief human resources officer, and the president of retail. Organizational barriers are often the culprit. The only person who could drive a linked system was the CEO.

Survey 8

Survey Retail System Automotive 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. How can we share insights and innovations that allow our employees to be more productive? Asking those questions is the first step. Take Sprint.

Metrics 13

Metrics Parcell Call Center Productivity 13

In the CEO Afterlife

SEPTEMBER 24, 2012

I didn’t realize it at the time, but this humanized me. If you don’t have a factory, work in the store or the call center or the warehouse or. Sometimes I had to stay late on a Friday to make five telephone calls. Our factory workers loved the fact that I was willing to “get dirty with them.” Handle Consumer Complaints.

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CEO Chief Executive Officer Business Model Competitive Advantage 207

Harvard Business Review

MAY 28, 2014

Another context element is that this policy applies to call centers, which employ a large number of people doing jobs that are similar, easily described, and familiar to most applicants. Hiring Human resources Leadership' These are pivotal roles with significant consequences at Zappos and Amazon.com.

Supply Chain 8

Supply Chain Policies Sample Human Resources 8

Harvard Business Review

MARCH 17, 2016

Important clues are emerging from a unique consortium of human resource executives and other leaders. Traditional work relationships are supported by faster, better, and cheaper technology and systems such as personal devices and cloud-based human resource information.

Human Resources 8

Human Resources Technology Globalization Trends 8