Call Center Human Resources Leadership Succession 
Chart Your Course
SEPTEMBER 23, 2014
Human resources firm Bersin found in a 2012 study that 87 percent of companies utilize tenure-based employee recognition programs, despite research showing these methods are outdated. The Harvard Business Review published the results of a study that followed employees of a Chinese call center called Ctrip.
Lead Change Blog
JANUARY 13, 2015
In our Chip Shots feature, our Leading Voices are invited to provide brief insights into a leadership dilemma. Leadership is not about being the pawn of a certain constituency; it is about following core principles and values in carrying out the mission you were charged with implementing. Our first Chip Shots post can be viewed here.
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Surviving Leadership
OCTOBER 29, 2018
I also truly appreciated some of the business practices that leadership followed that I have missed in other organizations, including ones highlighted in McCord’s book. 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.
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. Women Leadership and Mad Men Some revolutions are bloody, and some are flash-in-the-pan moments. Authentic Leadership I was recently at the Pa. Governor’s Conference for Women.
Harvard Business Review
JULY 19, 2011
Like Samsung, we have found it critical to establish leadership in home markets first, we place a similar importance on mixing local and global talent, and we faced the same cultural integration challenges. In this way, the interns will build practical knowledge while making a significant contribution to the firms' success.
Harvard Business Review
AUGUST 15, 2016
The linked system allowed for more insight into customers, and managers could use the information to coach employees, to assess whether they had the right tools and resources, and to identify people with innovative ideas and leadership potential. Organizational barriers are often the culprit. You and Your Team Series.
In the CEO Afterlife
SEPTEMBER 24, 2012
Differentiation holds the key to competitive success. 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. Handle Consumer Complaints.
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