Next Level Blog

MAY 11, 2021

Invest in Connection – Providing connection equity will require creativity, innovation and investment in workspaces and technologies that make it possible. We’ll need to use technology and solutions that level the playing field for all.

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How To Participative Content Creativity 130

Tanveer Naseer

MARCH 8, 2016

They seek, and have come to expect, companies will make their lives easier and provide technological solutions that enable them to do business with you “on their terms” and in the context of their busy lives. Technology that reduces customer effort and customer experience training programs are not one-time propositions!

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Customer Loyalty Loyalty Brand Technology 100

Great Leadership By Dan

JANUARY 26, 2017

Most innovative and technologically superior products have the potential to become global if they are needed, are better than what exists, and will improve people’s lives. This includes which countries will have a call center in the primary language, localized products, a comprehensive digital presence, and globalized partner programs.

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Globalization Budgeting Strategy Compliance 120

Leadership Freak

NOVEMBER 27, 2017

In the book, Friedman revealed how drive-thru windows aren't staffed by attendants inside, but by a call center hundreds miles away, so of course, I had to run out, jump in my car and see it for myself!

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Trends Open-book Blanchard Learning-by-Doing 100

CO2

APRIL 1, 2014

The business was in the call-center space like our firm and it would enable us to enter a coveted new market: selling insurance over the phone. We transferred calls all over the country from one of our call center facilities to the next to maximize employee hours. Director Style Focus Leading Others'

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Insurance Licensing Call Center Entrepreneur 84

Strategy Driven

DECEMBER 3, 2019

Businesses from top global firms to main street staples are looking into a future driven by new technology capabilities. These new capabilities connect to the work we’ve done over the past several decades inside our enterprises to automate processes with tools — such as accounting systems, supply chain, call center, and such.

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Agility Banking Supply Chain CTO 65

Strategy Driven

JANUARY 9, 2018

Leadership has to step up and take the initiative if you want to experience real change. For example, if you have a call center, try sprucing it up by implementing call center gamification. Be open about your initiative and seek additional ideas from staff and leadership members. Consider leaving a comment!

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How To Call Center Mentor Brainstorming 51

Eric Jacobson

NOVEMBER 3, 2020

“In the next ten to fifteen years, rapid change in a post-pandemic world and emerging technology will revolutionize nearly every job, eliminate some, and create new forms of work that we have yet to imagine,” says Deanna Mulligan , author of the new book, Hire Purpose: How Smart Companies Can Close The Skills Gap. It is the entire world.

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Skills Company Shaw Crisis 65

Strategy Driven

DECEMBER 15, 2010

Each issue is packed with thought-provoking content and insight into the business issues that affect all companies competing in today’s technology-driven marketplace with recent contributions by best-selling author and researcher Tom Davenport; social media guru Chris Brogan; and Myron Scholes, world renowned economist and Nobel Prize winner.

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Resources Process Constraint Objective 50

Eric Jacobson

FEBRUARY 1, 2021

“In the next ten to fifteen years, rapid change in a post-pandemic world and emerging technology will revolutionize nearly every job, eliminate some, and create new forms of work that we have yet to imagine,” says Deanna Mulligan , author of the book, Hire Purpose: How Smart Companies Can Close The Skills Gap. It is the entire world.

Skills 50

Skills Company Shaw Crisis 50

Strategy Driven

JANUARY 2, 2015

Many people used to do the same thing with the word ‘technology,’ using it far from its reasonable definitions. These expressions are trite and reflect a copy-cat way of talking and thinking: ‘Solutions’ is a tired 1990’s term, taken from technology hype. Expect to render good business all the time.

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Strategy Strategic Planning Budgeting Risk Management 50

The Practical Leader

JULY 20, 2011

The first two rings (my last two blog posts) deal with things — technology, products, services, systems, processes, structures, and so on. To win today, you have to delight and astound your customers — with products and services that far exceed their expectations.&# That’s even truer today. The Third Ring deals with people.

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Sharpe Deming Hotels Quality 53

Harvard Business Review

APRIL 21, 2011

But already a pervasive network also lets firms ship calls to virtual call centers. LiveOps is one company that helps put call center work in the cloud. But so much of leadership is the soft stuff; how do we adapt that to the new fragmented, anonymous workforce? That work isn't somewhere else, it's anywhere.

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Call Center Offshoring Charisma Video 14

Harvard Business Review

AUGUST 28, 2017

While it’s clear that CEOs need to consider AI’s business implications, the technology’s nascence in business settings makes it less clear how to profitably employ it. While investment in AI is heating up, corporate adoption of AI technologies is still lagging.

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Survey Execution First-mover Advantage Technology 12

Harvard Business Review

OCTOBER 10, 2017

military says, volatility, uncertainty, complexity, and ambiguity , where technology and strategy changes rapidly. In an experiment, we approached the call center of a bank’s consumer loans business. (We’ve This call center employed all the best practices of the day: A psychologist created scripts of talking points.

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Organization Tactics Call Center Metrics 13

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

APRIL 20, 2017

Leaders need a clear-eyed way to think about how these technologies will specifically affect their organizations. Start with the work, not the “job” or the technology. For example, RPA will seldom replace the entire “job” of a call center representative. Re-envision the organization.

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Supply Chain Outsourcing Call Center Organization 11

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 hit P&L targets, for instance, the CMO at one technology company focused on shortening the sales cycle. Deborah DiSanzo, the CEO of Philips Healthcare, was once a CMO.

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P&L Banking Marketing Call Center 11

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 People Get Ahead. They pursue management challenges.

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Management Tacit Knowledge Diversity Leadership Pipeline 14

Harvard Business Review

DECEMBER 6, 2012

This is to say that you don't have to wait until the end of the decade for some breakthrough technology to emerge; it's already here, albeit in bits and pieces. One success story occurred when a front-line associate in a call center posted online she didn't like a new process. Process Strategy 2.0

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Process Examples Strategy Six Sigma 8

Harvard Business Review

MAY 5, 2016

” That clean-sheet perspective emboldened Intel’s leadership to abandon memory and focus on microprocessors. But more strategic responses identify the essential ensembles of people, processes, and technologies that provide the most valuable — and valued — user experience (UX) for customers and clients.

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Levitt Disaggregation Kaizen Call Center 8

Harvard Business Review

MAY 28, 2014

It’s an old-school idea common to technology companies as far back as the 1980’s, akin to “we know more about the engineers that work for our competitors than they do.”. Hiring Human resources Leadership' Our Insiders are people who might like to work for Zappos someday … today, tomorrow or at some point in the future.”

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Supply Chain Policies Sample Human Resources 8

Harvard Business Review

FEBRUARY 3, 2016

Twenty years ago, Louis Gerstner transformed IBM by emphasizing consulting and technology services — not just technology — to solve customer problems. Insight Center. How technology is changing the way we work. Can the elephant dance again? Corporate Culture for a Digital World. Sponsored by Accenture.

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Venture Capitalist Short-term ROI Long-term 8

Harvard Business Review

AUGUST 15, 2016

The linked system allowed for more insight into customers, and managers could use the information to coach employees, to assess whether they had the right tools and resources, and to identify people with innovative ideas and leadership potential. Let people speak in their own words and capture emotional cues.

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Survey Retail System Automotive 8

Harvard Business Review

MAY 8, 2017

In 2011 the board selected as the new CEO one of its own members, Heinrich Hiesinger, a Siemens executive with experience supplying technology to many industries. As any manager knows, a generic-sounding list of values won’t move the culture needle unless leadership brings it to life.

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Franchising CEO Business Model Strategy 15

Harvard Business Review

NOVEMBER 29, 2017

last month, destroying 4,658 homes, 94 commercial buildings, and displacing tens of thousands of people, Keysight Technologies was in the direct path of the disaster. As a leadership team, we wrestled with the company’s responsibility to its employees in the wake of a natural disaster. gece33/Getty Images.

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Crisis Long-term Short-term Crisis Management 8

Harvard Business Review

JANUARY 8, 2015

Their social media strategies tell one part of the story: they are over-reliant on unhelpful canned responses which merely shunt customers to more traditional forms of contact, such as call-centers. The only shock there was that the technology retailer, Carphone Warehouse, did even worse.

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Emotional Intelligence Media Sample Banking 8

Coaching Tip

JULY 21, 2016

First, with manufacturing jobs moving to Japan, Korea, China, Mexico, then with services like call centers in Canada and the Philippines, and now with positions like technology consulting in India. Self-Coaching Leadership Books in ebook or paperback editions: . Can't Get Enough Leadership , .

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eBook Call Center Consultative Sample 70

Harvard Business Review

MARCH 17, 2016

Beyond traditional hierarchies and contracts, networks and social and external collaborations will make leadership more horizontal, shared, and collective. Exponential technology change. Work resembles today, with similar technological connections and work arrangements, relying heavily on regular full-time employment.

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Human Resources Technology Globalization Trends 8