Terry Starbucker

MAY 22, 2016

One year on since our acquisition of our Rocky Mountain cable TV systems, there was a significant operational issue that needed our attention. When we took over these properties, we were taking phone calls in 27 different locations, with 27 different phone systems, and 27 different ways of handling customers. It was not a good memory.

Letter 171

Letter Leadership Call Center Long-term 171

Great Leadership By Dan

JANUARY 26, 2017

These companies have “going global” down—they perform strongly in international markets, and can execute across borders because they embed globalization on their daily executive discussions. However, companies do not typically start their operations with a global plan. Facebook, Apple, or PayPal, all enjoy global success.

Globalization 120

Globalization Budgeting Strategy Compliance 120

Terry Starbucker

JULY 19, 2015

Today’s story is about how I found my leadership secret weapon – an operational metric that could play a key role in our march to greatness, and provide a critical link between great customer service and profit. Our competitors offered more channels at a very competitive price, and were able to mass market.

Leadership 150

Leadership Metrics Price Mass Marketing 150

Strategy Driven

MAY 4, 2016

A few years ago when shipping giant United Parcel Service (UPS) adopted the clever marketing slogan “Moving At The Speed Of Business,” it resonated well with the public because keeping up with the pace of change can be incredibly tough. Keeping track of how your team(s) are handling major change is a great way to maintain that culture.

Succession 50

Succession Management Parcell Call Center 50

Strategy Driven

JANUARY 2, 2015

The ‘brand’ is a marketing term. ‘Customer care’ means that customer service is palmed off on some call center. Customer experience” comes right out of marketing surveys, which rarely ask for real feedback or share the findings with company decision makers. About the Author.

Strategy 50

Strategy Strategic Planning Budgeting Risk Management 50

Surviving Leadership

OCTOBER 29, 2018

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. .” Basically, if you worked in corporate, you were encouraged (and at director and above, required) to do a quarterly visit in the field.

CFO 58

CFO P&L Call Center COO 58

Strategy Driven

OCTOBER 7, 2016

Other important components of business (training, marketing, research, team building and productivity) were all accomplished according to goals, objectives and tactics. If problems are handled only through form letters, subordinates or call centers, then management is the real cause of the problem. About the Author.

Management 70

Management Hostile Takeover Management by Objectives Objective 70

Terry Starbucker

JULY 5, 2015

We came up with a cover letter to go with the shirt, personally signed by me, and then, at our weekly management conference calls, I started to hand them out. I went into this long monologue about how we were missing something in our operations. queried Allan, one of my managers who ran our call center. “I Wait a minute.

Leadership 150

Leadership Letter Conference Definition 150

Strategy Driven

APRIL 8, 2017

For one, it can help loads with marketing and advertising. It’s not uncommon for live chat operators to be working on 5 or 6 chats at once. So, the help of a virtual call center company could go very far. This sort of service will enable your calls to be mainly handled by a computer. Social Media. Feedback.

Media 50

Media Reputation Software Review 50

Strategy Driven

APRIL 24, 2014

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. CEO Jason Levesque, a US Army veteran and entrepreneur, founded Argo Marketing in 2003, and has become a widely respected Maine business owner. We didn’t get enough delivered though.

Development 59

Development Team Loyalty Due Diligence 59

Strategy Driven

DECEMBER 18, 2015

Other important components of business (training, marketing, research, team building and productivity) were all accomplished according to goals, objectives and tactics. If problems are handled only through form letters, subordinates or call centers, then management is the real cause of the problem. About the Author.

Hostile Takeover 50

Hostile Takeover Management by Objectives Objective Scientific Management 50

Harvard Business Review

APRIL 7, 2016

Or, as it turns out, even the vicinity of 1455 Market Street, the address of Uber’s San Francisco headquarters. 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

Harvard Business Review

JANUARY 28, 2015

If it’s all about the operations then you lose sight of the customer. For example, a call center may pride itself on completing X percentage of service calls within 30 seconds, but that’s not a valuable metric for determining overall customer satisfaction – or what the customer then does after that service interaction.

COO 8

COO Planning Metrics Call Center 8

Harvard Business Review

AUGUST 8, 2013

Offshore outsourced product development gets less press than outsourced IT and call centers, but it has the ability to create additional revenues for nimble innovators. Finally, much of the innovation currently marketed by the big brands originates in relatively quiet and often unnamed Original Design Manufacturers (ODMs).

Engineering 8

Engineering Globalization Innovation Marketing 8

Harvard Business Review

OCTOBER 10, 2017

In Precision’s case, good tactical performance required developing rules, checklists, and standard operating procedures and then following them closely. A great salesperson will operate much more efficiently with a defined process for reaching out to prospects. We made a number of operational changes to the call center.

Organization 13

Organization Tactics Call Center Metrics 13

Harvard Business Review

FEBRUARY 8, 2012

History makes a compelling case that serving customers with integrity — delivering steadfast, predictable service quality — can translate into outsized loyalty and market share when the economy commits to a comeback. In other words, your market's unlikely to pay you extra to cover your investment in customer caretaking.

Airlines 14

Airlines Call Center Retail Bottom-up 14

Harvard Business Review

JUNE 4, 2015

These have multiple causes including the shift of the economy to services and information-intensive activities, productivity growth, the appearance of new products and services, demographics, and continued offshoring that now includes services ranging from call centers to medical procedures. Insight Center. manufacturing output.

Technology 8

Technology Offshoring Marketing Health Care 8

Harvard Business Review

AUGUST 5, 2014

Instead, the last few years have seen a proliferation of C-suite titles that include a component of marketing. This diversity reflects not only a deepening understanding of the connection between growth and customer satisfaction, but a much greater awareness of what marketing can do to help forge that bond.

P&L 10

P&L Banking Marketing Call Center 10

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 13

Venture Funding Banking Participative Globalization 13

Harvard Business Review

JUNE 2, 2015

make your own operations more efficient. create the opportunity to invent new operations. defend against “attack from beneath” and maintain your reputation for ethical operations. Joseph , a scrap-metal recycler, in order to secure supplies for its operations. Insight Center. The Future of Operations.

Supply Chain 8

Supply Chain Contract Manufacturing Outsourcing Operations 8

Harvard Business Review

MAY 3, 2018

There was no need to make a telephone call to a distant operator; all the farmer needed to do was log in and order. Farmers, alone for hours on end in the fields driving their tractors, looked forward to calling the operator to place their orders. AgriCo’s online platform failed dramatically. metropolitan areas.

Simon 8

Simon Call Center Motivation Metrics 8

Harvard Business Review

JUNE 20, 2014

But she also realized that the company needed to develop greater marketing muscle to drive a commercial transformation. As she put it, “Our markets are going through dynamic change. It must be marketing. And she put marketing in charge of an organization-wide growth program. Who should lead our transformation?

CEO 8

CEO Marketing Hotels Long-term 8

Harvard Business Review

JULY 20, 2012

Zappos generates so much buzz with its fantastic service experience that the company can spend significantly less on marketing than its rivals. In other words, social media improves service by making the market for peer-to-peer opinion more efficient. This is good news for good service and bad news for bad service. Service improvement.

Media 15

Media Self-aware Call Center Tools 15

Harvard Business Review

AUGUST 5, 2015

For example, American services marketplace Thumbtack leverages close to 1,000 home-based contractors in the Philippines to help with business operations. As a start-up founder, my biggest competitors in the talent market are no longer the local family conglomerates. Emerging markets are a popular place to outsource cheap labor.

Outsourcing 8

Outsourcing Technology B2B GDP 8

Harvard Business Review

MAY 2, 2012

This new view and way of operating actually helps companies come closer to achieving the ideal of giving customers what they want, when, where and how they want it. Building communities for the purpose of marketing to them is a hot subject, but inherently dubious. Customers that build together, buy together.

Company 14

Company Software Call Center Innovation 14

Harvard Business Review

OCTOBER 26, 2015

A recent USC study shows that across multiple and diverse markets, industries are 25% more likely to be “highly concentrated” than they were 20 years ago. Yet at the same time, America’s largest companies are more than twice as likely to lose market share than in 1980. corporate consolidation.

Competitive Advantage 8

Competitive Advantage Pharmaceuticals Industry Trends 8

Harvard Business Review

APRIL 18, 2011

The executives' role is to define the attributes of the customer experience in partnership with their operational colleagues, organize the customer-satisfaction-measurement process against those attributes, and encourage remedial action wherever warranted. Many companies now have senior officers in charge of customer experience.

B2B 13

B2B Consensus Productivity Products 13

Harvard Business Review

DECEMBER 6, 2012

Chris Plescia, Marketing, Collaboration and Corporate Internet Solutions BSA Leader, told me that they are moving from an information "push" environment — sending out lots of messages on things workers need to know — to a "pull" environment, where workers search for information they need, get answers to questions, or access services.

Process 8

Process Examples Strategy Six Sigma 8

Harvard Business Review

MAY 5, 2016

Stagnant growth in its core PC market recently led Intel to announce layoffs of roughly 12% of its workforce. The company will also eliminate a key chipset in the difficult tablet and smartphone market. This clean-sheet customer experience prioritization over more traditional call center KPIs had a huge effect.

Levitt 8

Levitt Disaggregation Kaizen Call Center 8

Harvard Business Review

DECEMBER 25, 2013

Bush took over American Express’s far-flung service operations in 2005. He was suddenly responsible for many thousands of call-center employees. Leaders kept a tight rein on costs, with goals for reducing average call time, improving customer satisfaction levels, and driving more service volume to the Web.

Call Center 9

Call Center Attrition Cost Center Learning-by-Doing 9

Harvard Business Review

JUNE 2, 2014

You have front-line employees who create what you sell or who deal directly with customers: software developers, sales reps, call-center staffers, and so on. You also have support staff, including the people in marketing, finance, HR, and other functions. It’s the same in a company.

Cost 12

Cost Span of Control Management Bureaucracy 12

Harvard Business Review

AUGUST 3, 2017

The next best action system at Morgan Stanley, then, is focused on three separate objectives — only one of which is common in the robo-adviser market. The second aspect of the system is to provide operational alerts. They might also include noteworthy events in financial markets, such as the aforementioned Brexit vote.

System 8

System Short-term Industry Advice 8

Harvard Business Review

DECEMBER 18, 2013

Take for example RackSpace , an open-source operating system for the cloud. Aquent , a global staffing firm that finds jobs for marketing, creative, and digital professionals is creating a MOOC to teach job candidates HTML5. Mobile Recruiting Apps.

Company 12

Company Media Engineering Software 12

Harvard Business Review

JUNE 20, 2013

Messages back and forth are also private and can take many forms, including texts, instant messages, email, phone calls, or whatever. The camera''s table sits in a virtual cloud, running on an operating system called CloudOS , which is programmed with KRL , or Kinetic Rule Language. Customers Marketing Technology'

CRM 8

CRM CIO Marketing Call Center 8

Harvard Business Review

JULY 19, 2013

If a call center is busy, don''t tell customers the hold time is five minutes and then, after four minutes (as higher-priority customers enter the queue), revise that to 10 minutes. Explain why an action is being taken, and be trustworthy. FAQs are great, but customers still need to talk to your people.

Airlines 8

Airlines Hotels Loyalty Call Center 8

Harvard Business Review

JUNE 16, 2016

The call center logs customer complaints. Insight Center. Operations in a Connected World. This truth could be very different from what the company thought it was or was marketing it as. Once you accept that, it becomes a lot easier to understand what you need to do to get value from IoT. Sponsored by Accenture.

Productivity 8

Productivity Products Wireless Technology 8

Harvard Business Review

APRIL 28, 2016

They’ve redesigned their core processes in the area of procurement (online shopping), talent acquisition (marketplaces), collaboration (social networking), market research (peer reviews), finance (mobile payments) and travel (room and ride sharing). Think for a moment about people as tiny enterprises.

Loyalty 8

Loyalty Peer Review Efficiency Call Center 8