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. Hiring Human resources Leadership'

Supply Chain 8

Supply Chain Policies Sample Human Resources 8

Harvard Business Review

MARCH 23, 2012

Are employees fully engaged and motivated? How can we share insights and innovations that allow our employees to be more productive? Once the shining example of call-center customer service, they dropped to nearly last in the industry in customer satisfaction in 2007. How can we detect the need for change? Take Sprint.

Metrics 13

Metrics Parcell Call Center Productivity 13

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. But the CMO has a unique and critical role to play to deliver the change.

P&L 9

P&L Banking Marketing Call Center 9