Call Center, Ethics, Marketing and Motivation

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Call Center

Ethics

Marketing

Motivation

There Are Two Types of Performance — but Most Organizations Only Focus on One

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

Organization Tactics Call Center Metrics

3 Emerging Alternatives to Traditional Hiring Methods

Harvard Business Review

JUNE 26, 2015

The first relates to IQ, curiosity, and decision-making styles; the second to motivation and ambition; the third to emotional intelligence and social skills. Large call centers are pioneers in this area — for years, they’ve tracked the number of calls and breaks employees take and the customer ratings for each call.

Ethics

Ethics Emotional Intelligence Benchmarking Hotels

Leadership Digital

There Are Two Types of Performance — but Most Organizations Only Focus on One

3 Emerging Alternatives to Traditional Hiring Methods

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