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.

Proposal 214

Proposal Participative Call Center Uncertainty 214

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. It’s on me”.

How To 150

How To Leadership Engineering Bottom-up 150

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.

CEO 151

CEO Competitive Advantage Business Model Innovation 151

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.

CEO 207

CEO Chief Executive Officer Business Model Competitive Advantage 207

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. Women Leadership and Mad Men Some revolutions are bloody, and some are flash-in-the-pan moments. Authentic Leadership I was recently at the Pa. Governor’s Conference for Women.

Press Release 157

Press Release Discount Education Transportation 157

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.

Organization 13

Organization Tactics Call Center Metrics 13