Terry Starbucker

MAY 22, 2016

This is another installment of excerpts from my book manuscript of “More Human: A Journey To The Heart Of Great Leadership”. This excerpt tells two very contrasting stories about a job of leadership that is never, ever, easy – having to let people go. We needed a central call center. The tech broke the silence.

Letter 171

Letter Leadership Call Center Long-term 171

Chart Your Course

SEPTEMBER 23, 2014

The Harvard Business Review published the results of a study that followed employees of a Chinese call center called Ctrip. Half of the workers telecommuted for nine months while the rest remained in the call center. The work-from-home employees completed 13.5

Call Center 207

Call Center Human Resources How To Cooper 207

Lead Change Blog

MARCH 1, 2018

This will help people be more open to asking questions and challenging each other, leading to a better end product. Depending on the tasks that you’re outsourcing, many times remote workers never see the end product or hear how their contribution has caused your numbers to increase (but they certainly hear when something is wrong).

Team 216

Team Conference Outsourcing Bond 216

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

Great Leadership By Dan

MARCH 9, 2017

Our culture has long viewed happiness in the workplace as a sign of lower productivity. This can and does translate into workplace productivity and overall company success. Our research has found that a positive brain is connected with increasing sales by 37%, productivity by 31%, and decreasing the negative effects of stress by 23%.

Stress 167

Stress Long-term Reference Call Center 167

The Empowered Buisness

JULY 14, 2015

It’s called motivational profiling. Your underlying (and often unconscious) attitudes and motivations determine what you pay attention to and focus on in your leadership role. Before delving into 7 key leadership motivation patterns, let’s first look at 3 often-missed truths about performance. Decision making style.

Motivation 100

Motivation Leadership McClelland Long-term 100

Lead Change Blog

JUNE 22, 2020

On one occasion, a group of us were working on a national project to improve call center productivity. Ah, how our brains love certainty. I’ve tumbled into the trap of certainty trap several times. We were certain the solution we’d designed would solve the problem.

Proposal 214

Proposal Participative Call Center Uncertainty 214

Terry Starbucker

APRIL 13, 2011

Everyone is, in practice, doing everything “by the book&# , but real initiative and meaningful productivity fall by the wayside. She was describing a recent call she had with an elderly woman, who was too frail to climb under her desk to reset a cable modem. The trap door is closed. How do you avoid this trap ?

Call Center 278

Call Center Policies Guidelines Letter 278

LDRLB

OCTOBER 1, 2012

If you don’t have a factory, work in the store or the call center or the warehouse or… Handle Consumer Complaints. Sometimes I had to stay late on a Friday to make five telephone calls to make my weekly quota. Sometimes I had to stay late on a Friday to make five telephone calls to make my weekly quota.

CEO 151

CEO Competitive Advantage Business Model Innovation 151

Let's Grow Leaders

AUGUST 10, 2015

You know the type– folks with enthusiasm bursting from their veins–talking up your products and services with their friends at every bar, baptism and bat mitzvah they attend. This product has changed my life! “No, I’m telling you this works, I’ve seen it from the inside! Let me show you.”

PR 180

PR Company Outsourcing Wireless 180

Tanveer Naseer

AUGUST 5, 2014

An ever-growing body of research, summarized by neuroscientist Christine Cox of New York University, has found that when this fight-or-flight reaction kicks in, even if there is no visible response, productivity falls and the quality of decisions is diminished.

Motivation 279

Motivation Proposal Stress Goal 279

Great Leadership By Dan

JANUARY 26, 2017

Most innovative and technologically superior products have the potential to become global if they are needed, are better than what exists, and will improve people’s lives. Most companies spend years perfecting product features, go global in a handful of countries and then go global in a larger set. Map a plan for 1-2-3 year growth. ·

Globalization 120

Globalization Budgeting Strategy Compliance 120

Next Level Blog

MAY 11, 2021

They’re all essential roles and the people in them all need regular connection with each other to stay productive, engaged and healthy. A few years ago, I participated in an early use of remote presence technology when I delivered a leadership workshop at GE Digital.

How To 130

How To Participative Content Creativity 130

Strategy Driven

JUNE 19, 2014

for every sale of a specific product that could be sold across all product lines. Corporate Cultures business leadership business management call center corporate culture craig handley employee engagement listen up español strategydriven' We worked with our partners to donate $1.00

Call Center 94

Call Center Incentives Library Document 94

Strategy Driven

JANUARY 9, 2018

Leadership has to step up and take the initiative if you want to experience real change. For example, if you have a call center, try sprucing it up by implementing call center gamification. Be open about your initiative and seek additional ideas from staff and leadership members. Innovate Mundane Tasks.

How To 52

How To Call Center Mentor Brainstorming 52

Lead Change Blog

MAY 5, 2015

When I was involved in contact center work, a problem like reps spending too much time on the phone could easily lead me to feel backed into a corner. This book provides a suggestion that can untie those knots and encourage positive productivity. He does not have the newest equipment. One Minute Re-Directs.

Management 150

Management Blanchard Call Center Books 150

CO2

JUNE 1, 2012

At first I wondered how true that was until I met some folks in the call center business from France, Canada, China, and India and found many connection points. ” Related Posts: Where are you and your employees most productive? Executive Coaching Tip: Are employees people or objects?

Call Center 102

Call Center Executive Coaching Objective Advice 102

Surviving Leadership

NOVEMBER 2, 2017

We were geographically dispersed – call centers, field technicians, and a big ol’ headquarters filling two rather large office buildings. And many days, most people really liked their job – awesome people to work with, cool projects, access to leadership, super fast career development.

Human Resources 75

Human Resources Call Center CEO Career 75

Miles Anthony Smith

APRIL 1, 2019

This can also include how a company shares information to promote its products and services to customers, but we are going to focus mostly on internal communication. No matter what your company hierarchy (authoritarian leadership or servant leadership , it is important to improve your communication skills.

Skills 60

Skills Tips Call Center Bottom-up 60

Tony Mayo

OCTOBER 13, 2010

Professor Ashenhurst told us the story of how an “efficiency expert&# had reduced productivity. Productivity plummeted. File Backup and Sharing by SugarSync Free Conference Calls Google Alerts LinkedIn Mail2Web Exchange Server Online Appointment Scheduling by Tungle.Me The new equipment was ordered and installed.

Mayo 146

Mayo Executive Coaching Efficiency Handbook 146

Strategy Driven

OCTOBER 7, 2016

As a reaction to industrial reforms and the strength of unions, a Hard Nosed style of leadership was prominent from 1910-1939, management’s attempt to take stronger hands, recapture some of the Captain of Industry style and build solidity into an economy plagued by the Depression. In this era, business started embracing formal planning.

Management 70

Management Hostile Takeover Management by Objectives Objective 70

Tanveer Naseer

MARCH 8, 2016

From the customer’s vantage point, the Digital Service Drive simply means ease, convenience, and more productive use of time at the dealership. They “get service right” and “make things right” when there are those occasional breakdowns in product or service delivery. Delight Solid service brands remove pain points for their customers.

Customer Loyalty 100

Customer Loyalty Loyalty Brand Technology 100

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. A content writing service, for example, plays a valuable support role in product development. Women Leadership and Mad Men Some revolutions are bloody, and some are flash-in-the-pan moments.

Press Release 157

Press Release Discount Education Transportation 157

Strategy Driven

DECEMBER 18, 2015

As a reaction to industrial reforms and the strength of unions, a Hard Nosed style of leadership was prominent from 1910-1939, management’s attempt to take stronger hands, recapture some of the Captain of Industry style and build solidity into an economy plagued by the Depression. In this era, business started embracing formal planning.

Hostile Takeover 50

Hostile Takeover Management by Objectives Objective Scientific Management 50

Strategy Driven

JANUARY 2, 2015

‘Customer care’ means that customer service is palmed off on some call center. Remain consistent with their products, services and track record. . ‘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

The Practical Leader

JULY 20, 2011

To win today, you have to delight and astound your customers — with products and services that far exceed their expectations.&# The first two rings (my last two blog posts) deal with things — technology, products, services, systems, processes, structures, and so on. That’s even truer today.

Sharpe 53

Sharpe Deming Hotels Quality 53

Harvard Business Review

OCTOBER 10, 2017

When Bernstein hid a set of production lines from managers’ view, the performance of employees on those lines increased by 10% to 15%. They will represent the products more consistently. In an experiment, we approached the call center of a bank’s consumer loans business. (We’ve

Organization 12

Organization Tactics Call Center Metrics 12

Terry Starbucker

JUNE 19, 2011

Getting a competitive product to market, and properly supported, at the lowest possible cost, while continuing to grow revenues, and profit, at acceptable rates. A lot of it surrounded improvements to call centers, and this was where the dilemma came to the surface. The dilemma? But that costs money. Boom, the dilemma.

Call Center 264

Call Center Metrics Bottom-up Cost 264

Terry Starbucker

AUGUST 27, 2017

Everyone is, in practice, doing everything “by the book”, but real initiative and meaningful productivity fall by the wayside. She described a recent call she had with an elderly woman, who was too frail to climb under her desk to reset a cable modem. The trap door then closes. How do you avoid this trap ?

Call Center 192

Call Center Letter Policies Guidelines 192

Harvard Business Review

AUGUST 31, 2012

The same goes for inventing and making products that enhance people's lives. As a result, they are disengaged and less productive than they might be. Adam Grant , of the Wharton School, studied workers at a call center raising money for student scholarships. But what makes work worth doing? Sometimes it's obvious.

Hotels 15

Hotels Call Center Letter Creativity 15

Harvard Business Review

OCTOBER 22, 2018

When it came to the business, we had gone back 20 years and distributed the paper as a print product. 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. And that was just for our employees.

Media 10

Media Company Call Center Real Estate 10

Harvard Business Review

NOVEMBER 7, 2014

asks an executive at a large industrial products company. I started in the call center,” a CEO from a financial services business unit told us. “I We often heard in our interviews, as Warren Bennis and Bob Thomas did in their crucibles of leadership research, about early experiences that leaders felt had shaped them.

Workshop 14

Workshop Restructuring CEO Morale 14

Harvard Business Review

NOVEMBER 7, 2014

asks an executive at a large industrial products company. I started in the call center,” a CEO from a financial services business unit told us. “I We often heard in our interviews, as Warren Bennis and Bob Thomas did in their crucibles of leadership research, about early experiences that leaders felt had shaped them.

Workshop 14

Workshop Restructuring CEO Morale 14

Harvard Business Review

MAY 5, 2016

” That clean-sheet perspective emboldened Intel’s leadership to abandon memory and focus on microprocessors. They see disrupted incumbents from retail, finance, health care, transportation, professional services, and manufacturing requiring radical restructuring of assets, productivity , and innovation.

Levitt 8

Levitt Disaggregation Kaizen Call Center 8

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. He removed call center scripts, traditional behavior-based quality monitoring metrics, and limits on average handling time.

Customer Loyalty 15

Customer Loyalty Loyalty Banking Call Center 15

Harvard Business Review

AUGUST 15, 2017

Leadership realistically expects that the vast majority of the company’s innovation will involve smaller tweaks that advance the core business. Most people focus on the first type of innovation: incremental. While the company also wants “evolutionary” (e.g.,

Insurance 11

Insurance Innovation Core Competence Disruptive Innovation 11