Strategy Driven

SEPTEMBER 10, 2019

Home call center or customer support agent. It is fairly straight forward to set up an online business, there are many apps and software to manage your finances and invoicing and it is quick and easy to get professional websites and marketing material produced. Online tutoring. Freelance writing. Transcription.

Telemarketing 50

Telemarketing Software Call Center Retail 50

Harvard Business Review

JUNE 2, 2014

You have front-line employees who create what you sell or who deal directly with customers: software developers, sales reps, call-center staffers, and so on. You also have support staff, including the people in marketing, finance, HR, and other functions. Managing people Time management'

Cost 15

Cost Span of Control Management Bureaucracy 15

Harvard Business Review

AUGUST 31, 2018

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. How did (or didn’t) managers play a role? They pursue management challenges.

Management 15

Management Tacit Knowledge Diversity Leadership Pipeline 15

Harvard Business Review

MAY 2, 2012

Everyone from product managers, to call center reps, to the front-line worker in the branch or store uses information to make decisions. When Bill in Finance generates his monthly Top Line report, Craig in Marketing can leave a comment on the "Revenue" column inquiring, "Is this billed revenue or booked revenue?"

Business Intelligence 15

Business Intelligence Budgeting Report Library 15

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 15

Organization Tactics Call Center Metrics 15

Harvard Business Review

DECEMBER 13, 2013

I spent more than four hours listening in to client support calls at the call center. To say they were surprised is an understatement: Many CEOs never visit the call center, and virtually none do it their first afternoon on the job. So, what I do on my first day?

Call Center 15

Call Center Learning-by-Doing CEO Planning 15

Harvard Business Review

FEBRUARY 9, 2011

Managers sometimes worry about people who work remotely watching TV or doing their laundry, rather than focusing on their job. Frontier Communications, for example, has found that work-at-home agents are 25% more productive and have double the retention rate of work-in-the-call-center agents.

Products 15

Products Productivity Real Estate Bottom-up 15

Harvard Business Review

SEPTEMBER 15, 2014

USAA Bank offers a voice-activated virtual assistant for mobile devices with a “tap to talk” feature that connects customers to a call center and allows agents to see what the customer was doing just before he or she called. Finance Internet Retail' Reconfiguring the branch network.

Banking 14

Banking Retail Open-book Finance 14

Harvard Business Review

MARCH 23, 2012

The truth is that Gradgrind would make a terrible manager. Once the shining example of call-center customer service, they dropped to nearly last in the industry in customer satisfaction in 2007. So early on, Finance and HR collaborated to simplify the process, reducing the number of data metrics. A man who is.

Metrics 15

Metrics Parcell Call Center Products 15

Harvard Business Review

JULY 19, 2013

Your projections for the business should not be wildly optimistic so you can manage your expectations and those of any partners. Plan for a realistic amount of sales and interest so you can conservatively manage your finances. You need to be a hawk on the bottom line and ruthlessly manage top line expenses.

Entrepreneur 12

Entrepreneur Hotels Travel Call Center 12

Harvard Business Review

NOVEMBER 4, 2011

Carla was literally bred for success as a business manager. The daughter of a senior corporate executive, she had all the right tickets including an MBA from a top school and several years of experience with a prestigious management consulting firm. (Carla's an actual executive whose name has been changed.).

Proposal 13

Proposal Cialdini Execution Career 13

Harvard Business Review

FEBRUARY 9, 2011

It may seem counterintuitive, but smart companies need to routinely rid themselves of less profitable customers, the same way an asset manager or rebalances an investment portfolio or a Major League Baseball general manager trades a declining player. We call these people Cost Center Consumers, and they come in two flavors.

P&L 15

P&L Supply Chain Retail Price 15

Harvard Business Review

AUGUST 5, 2014

Point solutions, such as focusing on the call center, the store, or the website, no longer cut it in a multichannel environment, not when delivering excellent customer journeys can increase revenues up to 15 percent and cut costs by up to 20 percent. That bottom line sensibility is crucial.

P&L 14

P&L Banking Marketing Call Center 14

Harvard Business Review

AUGUST 28, 2017

Machine learning and its most prominent subfield, deep learning, have attracted a lot of media attention and received a significant share of the financing that has been pouring into the AI universe, garnering nearly 60% of all investments from outside the industry in 2016. There’s no one-size-fits-all AI solution.

Survey 15

Survey Execution First-mover Advantage Technology 15

Harvard Business Review

APRIL 13, 2017

Yet, like any technology that is not properly managed and protected, cognitive systems that use humanoid robots and avatars — and less human labor — can also pose immense cybersecurity vulnerabilities for businesses, compromising their operations.

Technology 12

Technology System Learning-by-Doing Video 12

Harvard Business Review

APRIL 27, 2015

They have given their social media staff a clear mission and a great deal of autonomy; the account’s managers chat with customers, offer up front to solve problems, and empathize with frustrated travelers. After all, management exists to transform corporations into more efficient machines. call centers).

Company 8

Company Airlines Brand Analysis 8

Harvard Business Review

MAY 5, 2016

Aggravated and depressed by the decline of their core memory business in the 1980s, Intel’s top management struggled for strategic clarity. They see disrupted incumbents from retail, finance, health care, transportation, professional services, and manufacturing requiring radical restructuring of assets, productivity , and innovation.

Levitt 8

Levitt Disaggregation Kaizen Call Center 8

Harvard Business Review

OCTOBER 21, 2015

I’m convinced that the ingredient for the effective use of data and analytics that is in shortest supply is managers’ understanding of what is possible. And u nfortunately, there aren’t a lot of other good options out there for non-quantitative managers who want to learn about analytics. Managing Yourself Book.

Analysis 8

Analysis Supply Chain CRM Banking 8

Harvard Business Review

MAY 8, 2017

Transformational CEOs Tend to be “Insider Outsiders” The list is topped by companies headed by visionary founders with no prior experience in their industries; Jeff Bezos came from the world of finance, and Reed Hastings from software. ” They Develop a Road Map Before Disruption Takes Hold.

Franchising 15

Franchising CEO Business Model Strategy 15

Harvard Business Review

APRIL 28, 2016

They’ve redesigned their core processes in the area of procurement (online shopping), talent acquisition (marketplaces), collaboration (social networking), market research (peer reviews), finance (mobile payments) and travel (room and ride sharing). Have you reinvented your core processes to the same degree?

Loyalty 8

Loyalty Peer Review Efficiency Call Center 8

The Horizons Tracker

OCTOBER 25, 2023

Large Language Models (LLMs) such as ChatGPT are disrupting the finance world, as exemplified by Morgan Stanley’s experimentation with an OpenAI-powered chatbot to assist their financial advisors. As LLMs progressively permeate the finance industry, it is crucial to thoughtfully embrace and adapt to this transformative shift.

Finance 114

Finance Power Early Adopters Call Center 114