In the CEO Afterlife
SEPTEMBER 24, 2012
If you don’t have a factory, work in the store or the call center or the warehouse or. Sometimes I had to stay late on a Friday to make five telephone calls. Now, consider this side benefit: imagine the impact this involvement had on the company’s customer service ethic. Handle Consumer Complaints.
Lead Change Blog
JUNE 22, 2020
On one occasion, a group of us were working on a national project to improve call center productivity. Intentions that give the benefit of the doubt even when observable actions are morally or ethically questionable. Ah, how our brains love certainty. I’ve tumbled into the trap of certainty trap several times.
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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. Now, consider this side benefit: imagine the impact this involvement had on the company’s customer service ethic.
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. Detroit , MI With the auto industry and heavy manufacturing in decline, Detroit is using its stimulus dollars to combat soaring unemployment.
Terry Starbucker
SEPTEMBER 6, 2015
I’d always appreciated the Code of the West ( from Jim Owen’s book, “Cowboy Ethics” ) – I saw it often on posters in the offices of many of my staff in Wyoming: Live each day with courage. It was one of the worst things that could possibly happen – no phone, no internet, ANYWHERE – even at our own call centers.
Harvard Business Review
OCTOBER 10, 2017
In an experiment, we approached the call center of a bank’s consumer loans business. (We’ve This call center employed all the best practices of the day: A psychologist created scripts of talking points. We made a number of operational changes to the call center. Building Balanced Cultures.
Harvard Business Review
OCTOBER 13, 2014
The effectiveness of the customer service call center” is too vague and might be narrowed down to “the percentage of incoming calls successfully routed to the appropriate technician within three minutes of receipt.”. Careful experiments require three key ingredients, which can often be implemented with little incremental cost.
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