Harvard Business Review

OCTOBER 30, 2014

At least in our narrative, engagement has replaced productivity — work should be rewarding and fun, colleagues should be friends, and work-life balance has been replaced by work-life integration (as we work from home at 1 a.m. On the other hand, we are still far from turning people into productive work machines.

Talent Management 10

Talent Management Human Resources Taylorism Taylor 10

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.”. Take the issue of productivity. Change management Human resources Operations'

Flextime 11

Flextime Call Center Human Resources CRM 11

Harvard Business Review

JULY 19, 2011

These include forging new business strategies, marketing new products, and developing African growth strategies. The Nairobi-based firms include banking-software developer Craft Silicon, digital-marketing agency Pamoja Media, call-center operator KenCall, POS vendor Paystream, and online content aggregator A24.

Venture Funding 12

Venture Funding Banking Participative Globalization 12

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. Employers can now measure productivity to the split second.

McGregor 8

McGregor Human Resources Retail Taylorism 8

Harvard Business Review

MARCH 16, 2015

Studies of people with and without views of nature – as opposed to either no views, or views of built environments – have found that a view of nature makes workers less frustrated, more patient, more productive, and physically healthier. Workspaces Productivity' Provide loud spaces, too.

Bottom-up 8

Bottom-up Environment Productivity Products 8

Harvard Business Review

AUGUST 5, 2014

That shift has created an increasingly commoditized product and service environment. Digital has removed barriers across sectors, even in old-line businesses known for “sticky” products, such as telecom and insurance. That’s a major missed opportunity according to Ian Ewart, Head of Products, Services & Marketing at Coutts. “I

P&L 10

P&L Banking Marketing Call Center 10

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

MARCH 23, 2012

How many organizations would rely mainly on intuition when taking a new product to market? These companies — IBM, Qantas, Luxottica, Sprint — see workforce analytics as a human endeavor. When successful, these companies improve the productivity and capability of their workers — and that's a good thing.

Metrics 12

Metrics Parcell Call Center Productivity 12

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

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. Sometimes I had to stay late on a Friday to make five telephone calls. Handle Consumer Complaints.

CEO 207

CEO Chief Executive Officer Business Model Competitive Advantage 207

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