Tanveer Naseer

AUGUST 5, 2014

This is a cultural intervention in which leaders seek out a few employees who are already known to be master motivators, adept at inspiring strategic awareness among their colleagues. These master motivators are invited to recommend specific measures that enable better ways of working. But they’re rarely put into practice.

Motivation 280

Motivation Proposal Stress Goal 280

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

Terry Starbucker

DECEMBER 8, 2013

The key here is to focus on only 3-4 targets per cascade level that have specific relevance to that level – for example, in my cable company our 3 company-wide numbers were total customers, Net Promoter Score, and our Customer Fault Rate, while at the call center level, they were Service Level, Abandonment Rate, and First Call Resolution.

Leadership 339

Leadership Metrics Short-term Drucker 339

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

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

Strategy Driven

JANUARY 9, 2018

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. Be vocal and ask your staff to speak up when they have opinions or grievances to share. Innovate Mundane Tasks.

How To 51

How To Call Center Mentor Brainstorming 51

Strategy Driven

SEPTEMBER 10, 2019

Home call center or customer support agent. It is fairly straight forward to set up an online business, there are many apps and software to manage your finances and invoicing and it is quick and easy to get professional websites and marketing material produced. Online tutoring. Freelance writing. Transcription.

Telemarketing 50

Telemarketing Software Call Center Retail 50

Terry Starbucker

JULY 5, 2015

Was this just another of my crazy ideas that would make people shake their heads and question my methods and motives? We came up with a cover letter to go with the shirt, personally signed by me, and then, at our weekly management conference calls, I started to hand them out. said another manager, with just a bit of disbelief.

Leadership 150

Leadership Letter Conference Definition 150

Miles Anthony Smith

APRIL 1, 2019

Unsure of how to talk to management? Have an "Open Door" Policy One of the biggest obstacles that employees face is not knowing how to communicate with managers and CEOs. It is also a great way of motivating employees to be more involved in your organization. Team having communication issues at work?

Skills 60

Skills Tips Call Center Bottom-up 60

Harvard Business Review

AUGUST 31, 2018

To increase diversity at senior executive levels, more must be known about one group in particular: women of color in midlevel leadership, who successfully developed and progressed beyond individual contributor and first-line management. How did (or didn’t) managers play a role? They pursue management challenges.

Management 13

Management Tacit Knowledge Diversity Leadership Pipeline 13

Strategy Driven

FEBRUARY 11, 2019

In the case of a call center, each person on the phones will need to talk to a minimum amount of customers each day. Employers will often make the mistake of pushing their best and brightest as hard as they can, leaving those who need motivation the most to struggle, and causing an imbalance of work in the office.

Quality 50

Quality Peer Review Call Center Learning-by-Doing 50

Strategy Driven

NOVEMBER 18, 2015

No one else is going to create the environment, motivation, and drive you need to get things accomplished. Try to complete this sentence: I am doing this to [enter bold life-changing statement here]. We’ve all been there at one time or another. Your hobby-to-business journey includes the acceptance that you will now be the river.

Simon 50

Simon Self-aware Call Center Agility 50

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

SEPTEMBER 3, 2018

Airbnb has pushed the limits of designing its customer call center operation in Portland, Oregon. Companies routinely conduct employee surveys to gather feedback on a number of factors such as their culture, performance management and investment in learning and development. But it doesn’t have to be this way.

Real Estate 14

Real Estate Call Center Hedge Survey 14

Harvard Business Review

AUGUST 29, 2016

Many companies are busy mapping their customer experience and tracking customer activity across physical stores, call centers, e-commerce sites, and social media, gathering mountains of data from their own surveys, customer tracking systems, loyalty programs, and third-party providers. Sponsored by Google Analytics 360 Suite.

Retail 14

Retail Apparel Motivation Attrition 14

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

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. While the company also wants “evolutionary” (e.g.,

Insurance 11

Insurance Innovation Core Competence Disruptive Innovation 11

Harvard Business Review

JANUARY 27, 2017

It could also help managers when it comes to setting targets for their teams. This insight sheds light on a dilemma often faced by leaders, managers, and anyone else who has the responsibility for setting and monitoring goals. The manager should also be sure to emphasize the flexibility when announcing the initiative to teams.

Goal 8

Goal Loyalty Motivation Follow-up 8

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

JULY 12, 2011

It highlights a trend in management that favors the fulfillment of quantifiable, top-down metrics. The blame lies with management that sets rigid rules and metrics that disable employee judgment and create so many approval hurdles for mundane decisions, that overworked employees say, "Why bother?" Rules are comfort food for management.

Metrics 15

Metrics Film Call Center Guidelines 15

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 16, 2013

Have you noticed the rising chorus in the management literature proclaiming that work must have meaning? On this very site, for example, several authors have published research-based blog posts on how managers can create the conditions that support meaningful work. Managing yourself Personal effectiveness Work life balance'

Call Center 11

Call Center Telecommunications Stress Film 11

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

OCTOBER 23, 2012

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. Sam loved McGregor's argument that there are two theories of personnel management. This was the popular perspective espoused by Fredrick W.

McGregor 8

McGregor Human Resources Retail Taylorism 8

Harvard Business Review

MARCH 23, 2012

The truth is that Gradgrind would make a terrible manager. Are employees fully engaged and motivated? Once the shining example of call-center customer service, they dropped to nearly last in the industry in customer satisfaction in 2007. Third, how can we improve call-volume? A man who is. Take Sprint.

Metrics 13

Metrics Parcell Call Center Productivity 13

Harvard Business Review

MARCH 21, 2017

Research by Giada Di Stefano, Francesca Gino, Gary Pisano, and Bradley Staats in call centers demonstrated that employees who spent 15 minutes at the end of the day reflecting about lessons learned performed 23% better after 10 days than those who did not reflect. Start small. Set yourself up to make progress, even if it feels small.

ROI 14

ROI Learning-by-Doing Drucker Brainstorming 14

Harvard Business Review

MAY 2, 2012

The apps help its salespeople access Aflac's customer database, policy information, claims information and the like while on the road, freeing them from being tethered to the computer or a call center. Managers Don't Really Want to Innovate. What Doesn't Motivate Creativity Can Kill It.

Company 15

Company Software Call Center Innovation 15

Harvard Business Review

AUGUST 3, 2017

A few years ago I posed this question to Amy Wrzesniewski, a Yale School of Management professor who studies these issues, and she offered an explanation that made a lot of sense. Students, she told me, “think their calling is under a rock, and if they turn over enough rocks, they will find it.”

Apparel 8

Apparel How To Call Center Retail 8

Harvard Business Review

SEPTEMBER 28, 2018

The company wanted to reimagine its vacation planning and booking process, which had been especially painful for rookie cruise-goers and those managing group reservations. About two dozen sales and service agents, managers, and execs participated — alternately laughing or complaining, shouting with impatience or cheering in victory.

Energy 10

Energy Creativity Brainstorming 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

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

FEBRUARY 21, 2013

Once management teams understand the behaviors that are driven by their measurement and reward systems, they should calibrate to make sure they are incentivizing exactly the behaviors they want from their people. They should remind managers and employees alike of what should be measured and rewarded. Clearly, there are no easy answers.

Incentives 8

Incentives System Cost Hotels 8

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. Large call centers are pioneers in this area — for years, they’ve tracked the number of calls and breaks employees take and the customer ratings for each call.

Ethics 8

Ethics Emotional Intelligence Benchmarking Hotels 8

Harvard Business Review

APRIL 28, 2016

Complex and simple: Manage the systems and processes to run a global business while creating simple and elegant experiences for customers. It needs to be based on the subconscious motivations of why someone buys, revealed through real-time analysis of a wide variety of data sources. Business has become like that old game of Twister.

Loyalty 8

Loyalty Peer Review Efficiency Call Center 8

Harvard Business Review

MARCH 16, 2015

Let this be a wake-up call for business leaders: The employees with the longest tenures in your company are also the least likely to be engaged. Somewhere along the way, most workers lose some of their motivation to make a difference and create value for their employers.

Tacit Knowledge 8

Tacit Knowledge Long-term Call Center Company 8

Harvard Business Review

JULY 21, 2015

Recently, we found ourselves in motivational seminars at our respective places of employment. If you have worked in a front-line customer service job, like a call center or fast food restaurant, you know that being upbeat is not an option. Both events preached the gospel of happiness. It’s compulsory.

Film 8

Film Seminar EVA Productivity 8