Harvard Business Review

NOVEMBER 29, 2017

Our headquarters was in the center of the mandatory evacuation zone, and many employees who lived nearby were ordered to evacuate. It was evident that we faced a crisis of a magnitude we hadn’t prepared for. The next 13 hours were a blur of on-the-spot decision making and crisis triage. The First Crisis: Employees.

Crisis 8

Crisis Long-term Short-term Crisis Management 8

Strategy Driven

DECEMBER 18, 2015

If problems are handled only through form letters, subordinates or call centers, then management is the real cause of the problem. The more that one sees poor customer service and customer neglect in other companies, we must avoid the pitfalls and traps in our own companies.

Hostile Takeover 50

Hostile Takeover Management by Objectives Objective Scientific Management 50

Harvard Business Review

NOVEMBER 21, 2011

Consider the most obvious, and pernicious, perverse incentive: publicly tweeted complaints get faster/better reaction than calls or emails to the corporate customer contact centers. Social media circumstances invite organizations to prioritize indiscreet tweets over less transparent call center interactions.

Disintermediation 15

Disintermediation Call Center Core Competence Incentives 15

Harvard Business Review

JULY 12, 2011

Employee disengagement has reached crisis proportions as evidenced by a recent Mercer study that found that 50% of employees are checked out on the job. When customers contact a call center, it's because there is an exception within the existing process and they need judgment that only employees can provide.

Metrics 16

Metrics Film Call Center Guidelines 16

Harvard Business Review

NOVEMBER 7, 2014

I started in the call center,” a CEO from a financial services business unit told us. “I They feel it is their responsibility to serve their followers , especially in times of crisis and change. Formative early experiences. Engaging leaders don’t just start out this way. “I Guiding beliefs.

Workshop 14

Workshop Restructuring CEO Morale 14

Harvard Business Review

NOVEMBER 7, 2014

I started in the call center,” a CEO from a financial services business unit told us. “I They feel it is their responsibility to serve their followers , especially in times of crisis and change. Formative early experiences. Engaging leaders don’t just start out this way. “I Guiding beliefs.

Workshop 14

Workshop Restructuring CEO Morale 14

Harvard Business Review

APRIL 8, 2015

Mid-Career Crisis. Maybe you didn’t start out in your company’s call center, like the super sales manager you’re emulating, but you could certainly work the telephones for a few days. If you discover the knowledge gap is fairly small, that should give you confidence. You and Your Team. Study on your own.

How To 8

How To Learning-by-Doing Conference Knowledge Management 8

Strategy Driven

DECEMBER 3, 2019

These new capabilities connect to the work we’ve done over the past several decades inside our enterprises to automate processes with tools — such as accounting systems, supply chain, call center, and such. That requires a new way of thinking about people and leadership.

Agility 65

Agility Banking Supply Chain CTO 65

Skip Prichard

OCTOBER 14, 2019

Appletree Answers is a call center company created through a “roll up” of smaller companies. The process of transforming a hurting organization usually begins with an awakening of conscience of a key leader at a moment of crisis. Profitability is important but it is viewed more as an epiphenomenon rather than a raison d’etre.

How To 86

How To Simon Learning-by-Doing Organization 86

Harvard Business Review

JULY 21, 2015

If you have worked in a front-line customer service job, like a call center or fast food restaurant, you know that being upbeat is not an option. As Barbara Ehrenreich points out in her book Bright-Sided , positive messages about happiness have proved particularly popular in times of crisis and mass layoffs.

Film 8

Film Seminar EVA Products 8

Terry Starbucker

SEPTEMBER 6, 2015

It was one of the worst things that could possibly happen – no phone, no internet, ANYWHERE – even at our own call centers. It was like watching 1000 miles of dominos fall, and there was nothing you could do about it. We had honored the Code of the West. We handled a huge mistake the right way, and it felt good.

How To 150

How To Leadership Engineering Bottom-up 150

Harvard Business Review

NOVEMBER 9, 2016

It was the biggest drop for the currency since an economic crisis in 1994. Accordingly, Mexico has focused on reducing costs based on the exploitation of natural resources (mining and agriculture), manufacturing , and relatively unsophisticated services, such as call centers.

Cooper 15

Cooper Long-term Industry Health Care 15