Leading Blog

NOVEMBER 5, 2018

E VERYONE WANTS to be an innovator. Every organization wants to be innovative; it doesn’t matter if it’s a church, a for-profit or non-profit business, or a government agency. To not be innovative is to risk being left behind. But how many of us are truly innovative? It requires skills that too few have developed.

Innovation 300

Innovation Simon Case Study Storytelling 300

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 9

P&L Banking Marketing Call Center 9

Harvard Business Review

MARCH 23, 2012

These companies — IBM, Qantas, Luxottica, Sprint — see workforce analytics as a human endeavor. The goal is simple: put the right people with the right skills in the right work. How can we share insights and innovations that allow our employees to be more productive? How can we detect the need for change?

Metrics 12

Metrics Parcell Call Center Productivity 12

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. Let’s “retool” the Zappos strategy through the staffing supply chain , to see how their innovation can spur a great conversation.

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. Organizations and workers balance long-term bets and flexibility under uncertainty by engaging automation to adapt to frequent changes and rapid skills obsolescence. Human-automation collaboration.

Human Resources 8

Human Resources Technology Globalization Trends 8