Terry Starbucker

JULY 5, 2015

Note: This is the 3rd installment of excerpts from my book manuscript of “More Human: A Journey To The Heart Of Great Leadership” The first installment is here , and the second here. . It is a key step towards building the culture of accountability that is the heart of More Human leadership. ” – Robert Orben.

Leadership 150

Leadership Letter Conference Definition 150

Strategy Driven

MAY 4, 2016

So how do you manage change at the fundamental organizational level? Here are three tips to help successfully manage organizational change: Listen to employees: It is critical that you or the leadership team take the time to carefully listen to what employees are feeling and saying regarding the change and confront any fears head on.

Succession 50

Succession Management Parcell Call Center 50

Decker Communication

JUNE 28, 2021

I’ve been lucky enough to manage people for most of my career. Every role over the next few decades involved people management. While I loved all my roles, one in particular really helped me grow as a leader — managing a call center in financial services. The energy in a call center is incredible.

Call Center 52

Call Center Energy Tools Participative 52

Tanveer Naseer

AUGUST 5, 2014

These are, of course, widely appreciated management methods for raising performance. Perhaps it’s because they feel counter-intuitive to many managers. Because micromanagement, the opposite of autonomy and the default behavior for many managers, puts people in a threatened state. But they’re rarely put into practice.

Motivation 279

Motivation Proposal Stress Goal 279

Great Leadership By Dan

JANUARY 26, 2017

Most of these decisions are made in an HQ setting in alignment with regional general managers tasked with global business expansion. In a major corporation, it is common to see a general manager in charge of Asia Pacific, another for Europe, Africa, Middle East, and another for the Americas.

Globalization 120

Globalization Budgeting Strategy Compliance 120

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.

CFO 58

CFO P&L Call Center COO 58

Tony Mayo

OCTOBER 13, 2010

– Alex “Sandy&# Pentland MIT Human Dynamics Lab in Harvard Business Review Another study, at a bank’s telephone call center, showed that operators who spent their breaks speaking to coworkers not only got more work done but experienced less workplace stress.

Mayo 146

Mayo Executive Coaching Efficiency Handbook 146

Strategy Driven

JANUARY 2, 2015

‘Customer care’ means that customer service is palmed off on some call center. . ‘Right now’ is a vendor term for what they’re peddling, rather than what the marketplace really needs. Expect to render good business all the time.

Strategy 50

Strategy Strategic Planning Budgeting Risk Management 50

Strategy Driven

DECEMBER 18, 2015

Organizations should coordinate management skills into its overall corporate strategy, in order to satisfy customer needs profitably, draw together the components for practical strategies and implement strategic requirements to impact the business. This is my review of how management styles have evolved. Under it, people were managed.

Hostile Takeover 50

Hostile Takeover Management by Objectives Objective Scientific Management 50

Strategy Driven

APRIL 24, 2014

This is leadership! Instead of having an odd man out, I kept an old, beat up call center chair and my team got the good chairs until mine could be replaced. A Shift in Leadership Can Make a Multi-Million Dollar Impact. I had new, plush leather office chairs delivered to me and my executive team.

Development 60

Development Team Loyalty Due Diligence 60

Harvard Business Review

AUGUST 31, 2018

Developing a diverse leadership pipeline can benefit companies in all sectors. And yet black women’s advancement into leadership roles has remained stagnant , even as the number of them in professional and managerial roles has increased. How did (or didn’t) managers play a role? What made their ascent possible?

Management 13

Management Tacit Knowledge Diversity Leadership Pipeline 13

Harvard Business Review

OCTOBER 10, 2017

Precision made it easy for managers to oversee their employees. Every spot on every line was visible to managers. But Bernstein and his team observed that when managers were not watching, employees secretly developed and shared better ways of doing the work. They couldn’t adapt to improve their work.

Organization 13

Organization Tactics Call Center Metrics 13

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

Deming Institute

APRIL 25, 2016

This is even more true in services where often you can’t inspect to catch errors before the customer is disappointed (think of call centers for example). I don’t want a surgeon to operate on me that doesn’t know anatomy. You need to improve the system to avoid producing poor results. Until 6 AM.

Deming 28

Deming System Senge Seminar 28

Harvard Business Review

JULY 17, 2012

We know of one retail bank that gave their call center representatives the edict to "delight" customers and permission to waive up to $150 in fees for any customer without seeking any additional authorization. Jim Bush, who leads American Express service operations globally, set up a similar system. The result?

Customer Loyalty 15

Customer Loyalty Loyalty Banking Call Center 15

Terry Starbucker

SEPTEMBER 6, 2015

That evening, I dined with 3 of our Wyoming managers at a local hotel. After a flurry of calls back and forth we figured out what was happening. It’s all going down” my Network Operations Center (NOC) manager reported to me. I sent my manager back to work on it and asked him to keep me posted. I know.”.

How To 150

How To Leadership Engineering Bottom-up 150

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. But so much of leadership is the soft stuff; how do we adapt that to the new fragmented, anonymous workforce? That work isn't somewhere else, it's anywhere.

Call Center 12

Call Center Offshoring Charisma Video 12

Harvard Business Review

JULY 17, 2012

We know of one retail bank that gave their call center representatives the edict to "delight" customers and permission to waive up to $150 in fees for any customer without seeking any additional authorization. Jim Bush, who leads American Express service operations globally, set up a similar system. The result?

Customer Loyalty 11

Customer Loyalty Loyalty Banking Call Center 11

Harvard Business Review

JULY 19, 2011

While it may not be intuitive to global readers, I see many similarities between Samsung's transformation from local leader in Korea to major player on the world stage and our own journey in building the United Bank for Africa into a group that operates in 20 countries and on three continents.

Venture Funding 12

Venture Funding Banking Participative Globalization 12

Harvard Business Review

MAY 5, 2016

Aggravated and depressed by the decline of their core memory business in the 1980s, Intel’s top management struggled for strategic clarity. ” That clean-sheet perspective emboldened Intel’s leadership to abandon memory and focus on microprocessors.

Levitt 8

Levitt Disaggregation Kaizen Call Center 8

Harvard Business Review

APRIL 20, 2017

For example, RPA will seldom replace the entire “job” of a call center representative. While the human “co-pilot” no longer does the work of routine navigation and piloting, they still do things like observing the driverless operation, and stepping in to assist with unusual or dangerous situations.

Supply Chain 10

Supply Chain Outsourcing Call Center Organization 10

Harvard Business Review

DECEMBER 6, 2012

will require aligned goals and supporting systems to manage work between partners. Forbes had to provide tools to enable external contributors to easily publish text, photos, and video — and interact with readers and "call out" comments they want to highlight. To speed operations and improvement, Process Strategy 2.0

Process 8

Process Examples Strategy Six Sigma 8

Harvard Business Review

AUGUST 5, 2014

To have the influence to help set business strategy for the company, CMOs need to translate customer insights into terms meaningful to senior leadership. Talk about how complex marketing has become is very much in vogue, but there’s much less discussion about the operational (and diplomatic) muscle CMOs need in order to get things done.

P&L 10

P&L Banking Marketing Call Center 10

Harvard Business Review

NOVEMBER 29, 2017

It tested our crisis management and leadership skills beyond what we could have foreseen or prepared for, demonstrating that in a large-scale crisis, it’s how you react to its real-time situations that determines the speed at which you can begin to rebuild. Here’s how we did it. The First Crisis: Employees.

Crisis 8

Crisis Long-term Short-term Crisis Management 8

Harvard Business Review

NOVEMBER 4, 2011

Witnessing the downward-spiral of Carla Sanders' career was painful — yet her experience offers an important commentary on the requirements of executive leadership in today's organizations. Carla was literally bred for success as a business manager. Carla's an actual executive whose name has been changed.).

Proposal 11

Proposal Cialdini Execution Influence 11

Harvard Business Review

AUGUST 28, 2017

And AI success stories are becoming more numerous and diverse, from Amazon reaping operational efficiencies using its AI-powered Kiva warehouse robots, to GE keeping its industrial equipment running by leveraging AI for predictive maintenance. Without support from leadership, your AI transformation might not succeed.

Survey 11

Survey Execution First-mover Advantage Technology 11

Harvard Business Review

JUNE 20, 2014

We are always on the agenda of the executive team and are a significant part of the leadership meetings,” says Bert van Meurs, CMO of Philips Healthcare Imaging Systems. When making a purchase decision, customers use an average of six different channels, which are often managed by different parts of the organization.

CEO 8

CEO Marketing Hotels Long-term 8

Skip Prichard

OCTOBER 14, 2019

Businesses that are organized and managed around a noble, healing purpose are not only great places to work, they’re also beloved by customers, suppliers, communities and shareholders. Appletree Answers is a call center company created through a “roll up” of smaller companies. ” -Sisodia and Gelb. Redefine Success.

How To 82

How To Simon Learning-by-Doing Organization 82

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.

Survey 8

Survey Retail System Automotive 8

Harvard Business Review

NOVEMBER 26, 2015

Insight Center. It takes a careful mix of mission, management, and culture. As in many other companies, Wipro’s traditional entry process was tightly centered on teaching the company culture and necessary job behaviors to new employees. How to Be a Company That Employees Love. Sponsored by Citrix GoToMeeting.

Power 8

Power Outsourcing Self-aware Airlines 8

Strategy Driven

DECEMBER 15, 2010

Every performance management paradigm, every mission statement, could point to a different definition of success – and therefore to a different way to “optimally” allocate resources. Best practices for resource optimization are tied to performance management by answering questions such as: “Were recommended decisions put into action?”

Resources 50

Resources Process Constraint Objective 50

Harvard Business Review

MAY 8, 2017

We see an interesting pattern across the professionally managed companies, those whose CEOs were hired by the board. These CEOs are what we call “insider outsiders.” Today AWS accounts for just 10% of Amazon’s $150 billion in revenue, but generates close to $1 billion in quarterly operating profit.

Franchising 15

Franchising CEO Business Model Strategy 15

Harvard Business Review

OCTOBER 26, 2016

She also used them to scout for talent, keeping an eye out for young managers ready to move into more-senior positions and perhaps transfer to headquarters. The branch manager, Meryem Kartal, met them in the lobby and introduced a few staff members before showing them to her office. ” Sena needed managers like Meryem on her side.

Case Study 8

Case Study CEO Banking Agility 8

Harvard Business Review

JANUARY 8, 2015

As the CEO of a British bank confided at last year’s World Economic Forum, “We all know it’s important to be empathic, but how do I galvanize 48,000 people in my UK operations — most of whom think that empathy is for wimps?” Enlightened leadership can create a more empathic culture.

Emotional Intelligence 8

Emotional Intelligence Media Sample Banking 8

Harvard Business Review

JUNE 7, 2016

One of the great innovations in business, which has held sway since 1976, is the idea that professional managers should have an owner’s mindset—that is, they should treat their company’s money as if it were their own. But there is a problem with the owner’s mindset.

Bureaucracy 8

Bureaucracy Short-term Budgeting Long-term 8

Harvard Business Review

MARCH 17, 2016

Beyond traditional hierarchies and contracts, networks and social and external collaborations will make leadership more horizontal, shared, and collective. This quadrant might include work where employees are colocated and the operations and workers are easily accessible through physical connections. All-inclusive global talent market.

Human Resources 8

Human Resources Technology Globalization Trends 8