Call Center Human Resources Management Motivation 
Chart Your Course
SEPTEMBER 23, 2014
Human resources firm Bersin found in a 2012 study that 87 percent of companies utilize tenure-based employee recognition programs, despite research showing these methods are outdated. The Harvard Business Review published the results of a study that followed employees of a Chinese call center called Ctrip.
Harvard Business Review
OCTOBER 23, 2012
What excited Sam was McGregor's clear and compelling articulation of the personnel (today, we say "human resources") policies in which he instinctively believed. From the day he opened his first TV and appliance retail store in Richmond, Virginia, Sam understood that management means getting results through the efforts of other people.
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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.
Harvard Business Review
MARCH 23, 2012
ready to weigh and measure any parcel of human nature, and tell you what it comes to." The truth is that Gradgrind would make a terrible manager. Turning humans into numbers isn't what analytics is about; at least not good analytics. Are employees fully engaged and motivated? Third, how can we improve call-volume?
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. That sets a high bar for Zappos employees and hiring managers.
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