Chart Your Course

SEPTEMBER 23, 2014

People innately desire acknowledgment and appreciation for their accomplishments, but many business owners and managers have a false belief that recognition means money. The Harvard Business Review published the results of a study that followed employees of a Chinese call center called Ctrip. Authenticity.

Call Center 207

Call Center Human Resources How To Cooper 207

Strategy Driven

JUNE 19, 2014

We gave a new car away to our employees every other month, six cars in total, to keep the motivation and excitement up among our best performing sales agents. How did we manage to change our employees’ perception and why did they want us to stop giving away cars? Here are eight ways to put focus on your culture: Hire a culture manager.

Call Center 92

Call Center Incentives Library Document 92

Strategy Driven

JANUARY 9, 2018

Leadership has to step up and take the initiative if you want to experience real change. You don’t know what your employees want or what motivates them unless you ask. For example, if you have a call center, try sprucing it up by implementing call center gamification. Ask for their Feedback.

How To 51

How To Call Center Mentor Brainstorming 51

Harvard Business Review

MARCH 12, 2018

At some point, every leader has dealt with a person — or, worse, a group of people — who has lost motivation. In order to get at the crux of the problem, it’s crucial to understand that as humans we want to feel motivated and to find meaning in the things that we do. Brandon Lyon/Getty Images. We feel more alive.

Motivation 15

Motivation Lean Manufacturing Management Learning-by-Doing 15

Miles Anthony Smith

APRIL 1, 2019

Unsure of how to talk to management? No matter what your company hierarchy (authoritarian leadership or servant leadership , it is important to improve your communication skills. Have an "Open Door" Policy One of the biggest obstacles that employees face is not knowing how to communicate with managers and CEOs.

Skills 60

Skills Tips Call Center Bottom-up 60

Harvard Business Review

AUGUST 31, 2018

Developing a diverse leadership pipeline can benefit companies in all sectors. And yet black women’s advancement into leadership roles has remained stagnant , even as the number of them in professional and managerial roles has increased. How did (or didn’t) managers play a role? What made their ascent possible?

Management 13

Management Tacit Knowledge Diversity Leadership Pipeline 13

The Practical Leader

JULY 20, 2011

American Express finds that one of the most sensitive issues their frontline call center staff deal with is how to tell a cardholder who has been called to the phone in the establishment he or she is using an American Express card that the purchase can’t be authorized. In virtually every organization it’s management.

Sharpe 53

Sharpe Deming Hotels Quality 53

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 12

Organization Tactics Call Center Metrics 12

Harvard Business Review

AUGUST 15, 2017

” They also made it part of their talent management approach: Innovation was added to the company’s values statement and included as a core competency to consider in assessing, rewarding, and developing employees. Most people focus on the first type of innovation: incremental.

Insurance 11

Insurance Innovation Core Competence Disruptive Innovation 11

Harvard Business Review

OCTOBER 22, 2018

Our call centers became the FEMA call centers. For example, now with our call center experience, we are competing for the call centers for the U.S. Or a desire to invest in other newer parts of the business — the solar, the housing, the call centers, etc? and Caribbean.

Media 10

Media Company Call Center Real Estate 10

Harvard Business Review

JANUARY 27, 2014

Yet some companies manage to buck these trends. Energized, motivated “Rackers” put in the discretionary effort that creates a superior experience for customers. Call center representatives, sales specialists, field technicians, and others on the front line know intimately which aspects of the business annoy or delight customers.

Trends 17

Trends Survey Outsourcing Call Center 17

Harvard Business Review

AUGUST 31, 2012

Somehow, she managed to find joy and fulfillment in her work. Adam Grant , of the Wharton School, studied workers at a call center raising money for student scholarships. This work can be particularly frustrating because only a small minority of calls lead to contributions. The results were astonishing.

Hotels 15

Hotels Call Center Letter Creativity 15

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.

Policies 8

Policies Call Center Attitude Survey Hotels 8

Harvard Business Review

AUGUST 5, 2014

To have the influence to help set business strategy for the company, CMOs need to translate customer insights into terms meaningful to senior leadership. To stitch it all together meaningfully, CMOs are increasingly expected to act as general managers with P&L or shared/shadow P&L responsibility that drive revenue growth.

P&L 10

P&L Banking Marketing Call Center 10

Harvard Business Review

NOVEMBER 26, 2015

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. How to Be a Company That Employees Love. Sponsored by Citrix GoToMeeting.

Power 8

Power Outsourcing Self-aware Airlines 8

Harvard Business Review

MAY 8, 2017

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.” As any manager knows, a generic-sounding list of values won’t move the culture needle unless leadership brings it to life.

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

MAY 17, 2016

“When I joined the company, the front line management jobs were the best,” the CEO told us. He had started his career in one of those jobs, as a country manager, and worked his way up. A Tuesday follow-up call is used to see whether the blockages are being removed. It is the most disciplined thing we do.

Execution 10

Execution Bureaucracy Self-aware CEO 10

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. But there is a problem with the owner’s mindset.

Bureaucracy 8

Bureaucracy Short-term Budgeting Long-term 8