Decker Communication

JUNE 28, 2021

I’ve been lucky enough to manage people for most of my career. Every role over the next few decades involved people management. While I loved all my roles, one in particular really helped me grow as a leader — managing a call center in financial services. The energy in a call center is incredible.

Call Center 95

Call Center Energy Insurance Participative 95

Strategy Driven

MARCH 11, 2021

No matter what kind of business you run or how many years of operation you have behind you, how you engage with customers can be the difference between running a successful brand and falling at the first hurdle. Not Listening to the Customer.

How To 121

How To Call Center Tactics Audience 121

Strategy Driven

OCTOBER 7, 2016

Organizations should coordinate management skills into its overall corporate strategy, in order to satisfy customer needs profitably, draw together the components for practical strategies and implement strategic requirements to impact the business. This is my review of how management styles have evolved. Under it, people were managed.

Management 70

Management Hostile Takeover Management by Objectives Objective 70

The Horizons Tracker

MARCH 11, 2024

Such employee spyware can be extremely damaging to employee relations and significantly undermines the trust between workers and management. ” The study examines how unions and worker councils have responded to the growth in so-called algorithmic management in a number of call centers operated by telecom companies in Norway and Germany.

Technology 114

Technology Efficiency Call Center Cooper 114

Strategy Driven

JANUARY 20, 2024

In this blog, we’ll explore the top jobs that small businesses can consider outsourcing to enhance their operations and competitiveness. These include data entry, appointment scheduling, email management, and basic bookkeeping. It also guarantees prompt resolution of technical issues, minimizing downtime and potential losses.

Outsourcing 99

Outsourcing Compliance Content Efficiency 99

Tony Mayo

OCTOBER 13, 2010

– Alex “Sandy&# Pentland MIT Human Dynamics Lab in Harvard Business Review Another study, at a bank’s telephone call center, showed that operators who spent their breaks speaking to coworkers not only got more work done but experienced less workplace stress.

Mayo 146

Mayo Executive Coaching Efficiency Handbook 146

Great Leadership By Dan

JANUARY 26, 2017

Most of these decisions are made in an HQ setting in alignment with regional general managers tasked with global business expansion. In a major corporation, it is common to see a general manager in charge of Asia Pacific, another for Europe, Africa, Middle East, and another for the Americas.

Globalization 120

Globalization Budgeting Strategy Compliance 120

Chart Your Course

SEPTEMBER 16, 2018

It’s no secret millennials have changed and impacted the workplace as we know it, most notably the layout and operation of our workspaces. Even something as standard as a company call center should be configured for the Gen Z working style.

Call Center 100

Call Center Career Environment Course 100

Terry Starbucker

JULY 19, 2015

Today’s story is about how I found my leadership secret weapon – an operational metric that could play a key role in our march to greatness, and provide a critical link between great customer service and profit. But on the other hand, there was a deeper issue – the cable operator just wasn’t liked. It was on the record.

Leadership 150

Leadership Metrics Price Mass Marketing 150

Terry Starbucker

SEPTEMBER 6, 2015

That evening, I dined with 3 of our Wyoming managers at a local hotel. After a flurry of calls back and forth we figured out what was happening. It’s all going down” my Network Operations Center (NOC) manager reported to me. I sent my manager back to work on it and asked him to keep me posted. I know.”. “It

How To 150

How To Leadership Engineering Bottom-up 150

Terry Starbucker

JULY 5, 2015

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. I went into this long monologue about how we were missing something in our operations. queried Allan, one of my managers who ran our call center. “I

Leadership 150

Leadership Letter Conference Definition 150

Strategy Driven

MAY 4, 2016

So how do you manage change at the fundamental organizational level? Here are three tips to help successfully manage organizational change: Listen to employees: It is critical that you or the leadership team take the time to carefully listen to what employees are feeling and saying regarding the change and confront any fears head on.

Succession 50

Succession Management Parcell Call Center 50

Strategy Driven

OCTOBER 22, 2021

The contracts include a variety of business services the company needs such as phone services, internet, call centers, and data centers. Businesses need to devise strategies to cut down on operational costs, and each strategy cuts their costs according to the choices the owner makes.

Outsourcing 101

Outsourcing Budgeting Cost Media 101

The Horizons Tracker

APRIL 8, 2024

The emergence of ChatGPT in 2022 sparked a fresh wave of fears that jobs would be automated en masse, but a recent study from ISM University of Management and Economics suggests that workers remain fine with AI in the workplace, providing they retain the belief that they have the intellectual edge over the machines.

Technology 67

Technology Call Center Operations Class 67

Terry Starbucker

JULY 23, 2018

Manages to an end, not a cause. I joined a different Cable TV company not long after I got fired, and worked my way up to a SVP of Operations role for some cable networks in the Rocky Mountain west of the US, with 300,000 customers scattered around 4 states. I used to tell my managers that we weren’t paid by the word.

Leadership 181

Leadership Learning-by-Doing COO Follow-up 181

Decker Communication

JUNE 28, 2021

I’ve been lucky enough to manage people for most of my career. Every role over the next few decades involved people management. While I loved all my roles, one in particular really helped me grow as a leader — managing a call center in financial services. The energy in a call center is incredible.

Call Center 52

Call Center Energy Insurance Participative 52

HR Digest

SEPTEMBER 16, 2024

The current AT&T labor agreement includes wage increases of 19.33% across the board for workers, with an additional 3% increase expected for wire technicians and utility operators. The healthcare agreement also states that the healthcare premium for the worker will be kept steady for the first year of the contract.

Telecommunications 52

Telecommunications Chief Operating Officer Henderson Call Center 52

Strategy Driven

SEPTEMBER 6, 2019

Operating costs, marketing, and logistics may take priority over customer service but it should never be overlooked. One way to achieve this is through a call center or answering service that can tend every customer that calls. As a small business owner, you may at times find yourself strapped budget-wise.

Company 57

Company Call Center Loyalty Brand 57

Strategy Driven

MARCH 5, 2020

You can send your books to an accountant, your calls to an answering service and your intelligence technology management to an IT firm, while you concentrate on the core projects and tasks that build your company up. Outsourcing different aspects of your business can help you save time, money and focus.

Outsourcing 65

Outsourcing Operations Cost Project 65

Strategy Driven

DECEMBER 15, 2010

Every performance management paradigm, every mission statement, could point to a different definition of success – and therefore to a different way to “optimally” allocate resources. Best practices for resource optimization are tied to performance management by answering questions such as: “Were recommended decisions put into action?”

Resources 50

Resources Process Constraint Objective 50

Strategy Driven

MAY 26, 2021

Launched in 2008, Google Cloud AI is mainly a compounding structure for integrating the useful features of cloud computing into a single, manageable platform with Platform-as-a-Service (PaaS) and Infrastructure-as-a-Service (IaaS) options for secure cloud services. Google Cloud AI.

Tools 85

Tools Analysis Software Document 85

Surviving Leadership

OCTOBER 29, 2018

This would include a day spent with an installation tech and a day spent with a call center agent – preferably, in a market other than your own. .” Basically, if you worked in corporate, you were encouraged (and at director and above, required) to do a quarterly visit in the field.

CFO 58

CFO P&L Call Center COO 58

Strategy Driven

JANUARY 2, 2015

‘Customer care’ means that customer service is palmed off on some call center. . ‘Right now’ is a vendor term for what they’re peddling, rather than what the marketplace really needs. Expect to render good business all the time.

Strategy 50

Strategy Strategic Planning Budgeting Risk Management 50

Strategy Driven

APRIL 24, 2014

Instead of having an odd man out, I kept an old, beat up call center chair and my team got the good chairs until mine could be replaced. Management & Leadership business leadership business management Jason Levesque management and leadership strategydriven' We didn’t get enough delivered though.

Development 59

Development Team Loyalty Due Diligence 59

Skip Prichard

OCTOBER 14, 2019

Businesses that are organized and managed around a noble, healing purpose are not only great places to work, they’re also beloved by customers, suppliers, communities and shareholders. Appletree Answers is a call center company created through a “roll up” of smaller companies.

How To 89

How To Simon Learning-by-Doing Organization 89

Strategy Driven

DECEMBER 18, 2015

Organizations should coordinate management skills into its overall corporate strategy, in order to satisfy customer needs profitably, draw together the components for practical strategies and implement strategic requirements to impact the business. This is my review of how management styles have evolved. Under it, people were managed.

Hostile Takeover 50

Hostile Takeover Management by Objectives Objective Scientific Management 50

Strategy Driven

APRIL 8, 2017

It’s not uncommon for live chat operators to be working on 5 or 6 chats at once. So, the help of a virtual call center company could go very far. This sort of service will enable your calls to be mainly handled by a computer. Feedback management software comes in loads of different forms.

Media 50

Media Reputation Software Review 50

Harvard Business Review

JUNE 2, 2014

You have front-line employees who create what you sell or who deal directly with customers: software developers, sales reps, call-center staffers, and so on. Not long ago my colleagues and I studied the cost of adding a manager or executive, and we found a kind of multiplier effect (see the graphic below).

Cost 15

Cost Span of Control Management Bureaucracy 15

Harvard Business Review

FEBRUARY 8, 2012

One way Zappos funds its legendary service is by relying on a very lean operation. Customer call length has even become a badge of honor at the company's 24-hour call center — last we checked, the record was eight hours on the phone with a new widow whose husband had been in charge of buying the children's shoes.

Airlines 16

Airlines Call Center Retail Bottom-up 16

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. They couldn’t adapt to improve their work.

Organization 15

Organization Tactics Call Center Metrics 15

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 15

Management Tacit Knowledge Diversity Leadership Pipeline 15

Deming Institute

APRIL 25, 2016

This is even more true in services where often you can’t inspect to catch errors before the customer is disappointed (think of call centers for example). I don’t want a surgeon to operate on me that doesn’t know anatomy. You need to improve the system to avoid producing poor results.

Deming 28

Deming System Senge Seminar 28

Harvard Business Review

JULY 17, 2012

We know of one retail bank that gave their call center representatives the edict to "delight" customers and permission to waive up to $150 in fees for any customer without seeking any additional authorization. Jim Bush, who leads American Express service operations globally, set up a similar system. The result?

Customer Loyalty 15

Customer Loyalty Loyalty Banking Call Center 15

Harvard Business Review

AUGUST 22, 2011

What has happened is that in the name of speed and efficiency, local managers and their employees have been equipped with web-based technologies, which is potentially a good thing: The right kind of system can empower workers to improve the customer experience and engage in a dialogue with the clientele.

Call Center 15

Call Center Offshoring Policies System 15

Harvard Business Review

SEPTEMBER 27, 2018

The more calls they received, the more operators they needed, and the more their margins eroded. At the root of the problem was Fintona’s own success — they’d grown so quickly that their call center had tripled in size over five years to serve their growing number of clients. ” Yeah, ouch.

Company 15

Company Call Center Metrics Benchmarking 15

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. That work isn't somewhere else, it's anywhere.

Call Center 14

Call Center Offshoring Charisma Video 14

Harvard Business Review

JULY 19, 2011

While it may not be intuitive to global readers, I see many similarities between Samsung's transformation from local leader in Korea to major player on the world stage and our own journey in building the United Bank for Africa into a group that operates in 20 countries and on three continents.

Venture Funding 15

Venture Funding Banking Participative Globalization 15