Harvard Business Review

AUGUST 31, 2018

Developing a diverse leadership pipeline can benefit companies in all sectors. To increase diversity at senior executive levels, more must be known about one group in particular: women of color in midlevel leadership, who successfully developed and progressed beyond individual contributor and first-line management.

Management 13

Management Tacit Knowledge Diversity Leadership Pipeline 13

Strategy Driven

NOVEMBER 18, 2015

No one else is going to create the environment, motivation, and drive you need to get things accomplished. And because technology now enables work to be a thing you do rather than a place you go, the opportunity to identify and develop unique career pathways is greater than ever! We’ve all been there at one time or another.

Simon 50

Simon Self-aware Call Center Agility 50

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. These stats were reviewed by managers every week.

Organization 12

Organization Tactics Call Center Metrics 12

Harvard Business Review

SEPTEMBER 3, 2018

Airbnb has pushed the limits of designing its customer call center operation in Portland, Oregon. Companies routinely conduct employee surveys to gather feedback on a number of factors such as their culture, performance management and investment in learning and development. But it doesn’t have to be this way.

Real Estate 14

Real Estate Call Center Hedge Survey 14

Harvard Business Review

AUGUST 29, 2016

Many companies are busy mapping their customer experience and tracking customer activity across physical stores, call centers, e-commerce sites, and social media, gathering mountains of data from their own surveys, customer tracking systems, loyalty programs, and third-party providers. Sponsored by Google Analytics 360 Suite.

Retail 14

Retail Apparel Motivation Attrition 14

Harvard Business Review

AUGUST 15, 2017

” They also made it part of their talent management approach: Innovation was added to the company’s values statement and included as a core competency to consider in assessing, rewarding, and developing employees. While the company also wants “evolutionary” (e.g.,

Insurance 11

Insurance Innovation Core Competence Disruptive Innovation 11

Harvard Business Review

OCTOBER 22, 2018

Our call centers became the FEMA call centers. We’re now looking into developing other businesses and strengthening our presence in other industries. For example, now with our call center experience, we are competing for the call centers for the U.S. How do you motivate them?”

Media 10

Media Company Call Center Real Estate 10

Harvard Business Review

JANUARY 27, 2017

It could also help managers when it comes to setting targets for their teams. Think Strategically About Your Career Development. This insight sheds light on a dilemma often faced by leaders, managers, and anyone else who has the responsibility for setting and monitoring goals. You and Your Team Series. Goal Setting. Dorie Clark.

Goal 8

Goal Loyalty Motivation Follow-up 8

Harvard Business Review

JANUARY 27, 2014

Yet some companies manage to buck these trends. Energized, motivated “Rackers” put in the discretionary effort that creates a superior experience for customers. Call center representatives, sales specialists, field technicians, and others on the front line know intimately which aspects of the business annoy or delight customers.

Trends 17

Trends Survey Outsourcing Call Center 17

Harvard Business Review

AUGUST 16, 2013

Have you noticed the rising chorus in the management literature proclaiming that work must have meaning? On this very site, for example, several authors have published research-based blog posts on how managers can create the conditions that support meaningful work. You learn to make your work more meaningful yourself. Joan''s emphasis.]

Call Center 11

Call Center Telecommunications Stress Film 11

Harvard Business Review

MAY 2, 2012

Even Apple, known for its culture under Steve Jobs that famously resisted allowing customers or outside developers to alter any of its platforms, finally bowed to a growing reality. Research has shown that by doing so, some customers develop a particularly strong connection with the company. Let customers create their own experience.

Company 14

Company Software Call Center Innovation 14

Harvard Business Review

OCTOBER 23, 2012

From the day he opened his first TV and appliance retail store in Richmond, Virginia, Sam understood that management means getting results through the efforts of other people. Sam loved McGregor's argument that there are two theories of personnel management. This was the popular perspective espoused by Fredrick W.

McGregor 8

McGregor Human Resources Retail Taylorism 8

Harvard Business Review

MARCH 21, 2017

For leaders, this “meaning making” is crucial to their ongoing growth and development. Teresa Amabile and her colleagues found that the most significant driver of positive emotions and motivation at work was making progress on the tasks at hand. Start small. If an hour of reflection seems like too much, try 10 minutes.

ROI 14

ROI Learning-by-Doing Drucker Brainstorming 14

Harvard Business Review

AUGUST 5, 2014

That means churning through data to find insights that others haven’t seen and then developing the organizational capability to act on them faster and better to drive above-market growth. That helped account managers focus their pitch on the client’s business issues and build rapport. That bottom line sensibility is crucial.

P&L 10

P&L Banking Marketing Call Center 10

Harvard Business Review

JUNE 26, 2015

When evaluating talent for recruitment or development, you have just two key questions to answer: What should you assess? The first relates to IQ, curiosity, and decision-making styles; the second to motivation and ambition; the third to emotional intelligence and social skills. The what question is in part context-dependent.

Ethics 8

Ethics Emotional Intelligence Benchmarking Hotels 8

Harvard Business Review

NOVEMBER 26, 2015

Insight Center. It takes a careful mix of mission, management, and culture. And our research shows that it can be powerful, motivating, and even addictive to become known by others as the person you are when you are at your authentic best. How to Be a Company That Employees Love. Sponsored by Citrix GoToMeeting.

Power 8

Power Outsourcing Self-aware Airlines 8

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.” He got the top job because of that, and then as CEO he accelerated cloud-business development to make it the company’s primary strategy.

Franchising 15

Franchising CEO Business Model Strategy 15

Harvard Business Review

JULY 21, 2015

Recently, we found ourselves in motivational seminars at our respective places of employment. He concludes that even as we have developed more advanced techniques for measuring emotions and predicting behaviors, we have also adopted increasingly simplified notions of what it means to be human, let alone what it means to pursue happiness.

Film 8

Film Seminar EVA Productivity 8

Harvard Business Review

DECEMBER 2, 2010

Especially in Big Box retail, we have seen that manufacturers and vendors have less and less influence over how their products are presented, making this a tricky touchpoint to manage. Are the touchpoints addressing customers' motivations, and answering their questions or allaying concerns? You are creating a customer experience.

Insurance 15

Insurance Retail Brand Loyalty 15

Harvard Business Review

MAY 28, 2014

Shiny new HR practices should motivate savvy conversations , not just imitation. Another context element is that this policy applies to call centers, which employ a large number of people doing jobs that are similar, easily described, and familiar to most applicants. That sets a high bar for Zappos employees and hiring managers.

Supply Chain 8

Supply Chain Policies Sample Human Resources 8