Harvard Business Review

SEPTEMBER 28, 2018

This empathy experience galvanized them to create an innovative pilot billing program called Clear Control, which features bi-weekly billing periods, daily text updates on usage and bill amounts, and personalized home audits for efficiency. Early signs have been positive, with increases in sales conversion and first call resolution.

Energy 10

Energy Creativity Brainstorming Call Center 10

Harvard Business Review

JANUARY 23, 2015

Ctrip management was concerned, however, that allowing employees to work from home could have a negative impact on their performance, so they wanted to test the policy before rolling it out to the entire company. Getting Work Done (20-Minute Manager Series). Leadership & Managing People Book. Further Reading. Add to Cart.

Policies 8

Policies Call Center Attitude Survey Hotels 8

Harvard Business Review

NOVEMBER 26, 2015

But this approach doesn’t produce the most productive, innovative work environment. Insight Center. It takes a careful mix of mission, management, and culture. And our research shows that it can be powerful, motivating, and even addictive to become known by others as the person you are when you are at your authentic best.

Power 8

Power Outsourcing Self-aware Airlines 8

Harvard Business Review

MARCH 23, 2012

The truth is that Gradgrind would make a terrible manager. 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.

Metrics 13

Metrics Parcell Call Center Productivity 13

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. As for the how question, there has been much innovation in talent identification over the past five years, mostly as a result of the digital revolution and the ubiquity of smartphones.

Ethics 8

Ethics Emotional Intelligence Benchmarking Hotels 8

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 10

P&L Banking Marketing Call Center 10

Harvard Business Review

DECEMBER 2, 2010

Especially in Big Box retail, we have seen that manufacturers and vendors have less and less influence over how their products are presented, making this a tricky touchpoint to manage. Are the touchpoints addressing customers' motivations, and answering their questions or allaying concerns? You are creating a customer experience.

Insurance 15

Insurance Retail Brand Loyalty 15

Harvard Business Review

MAY 8, 2017

Before describing those, let’s look at how we identified the exceptional firms that rose to the top of our ranking, a group we call the Transformation 10. We see an interesting pattern across the professionally managed companies, those whose CEOs were hired by the board. These CEOs are what we call “insider outsiders.”

Franchising 15

Franchising CEO Business Model Strategy 15

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.

Supply Chain 8

Supply Chain Policies Sample Human Resources 8

Harvard Business Review

JUNE 7, 2016

One of the great innovations in business, which has held sway since 1976, is the idea that professional managers should have an owner’s mindset—that is, they should treat their company’s money as if it were their own. They are likely to view their department budget as the main indicator of their power and influence.

Bureaucracy 8

Bureaucracy Short-term Budgeting Long-term 8