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.

Organization 12

Organization Tactics Call Center Metrics 12

Harvard Business Review

MARCH 21, 2018

Maslow sought to map the psychological needs of humans and their motivations. And with today’s technologies, companies now have the ability to see and act on these fluctuations in the moment. Abraham Maslow’s oft-quoted “hierarchy of needs” — first published in 1943 — provides a good start.

Loyalty 14

Loyalty Marketing Apparel Maslow 14

Harvard Business Review

AUGUST 16, 2013

So what do you do if you''re not in a setting where meaning is obvious — because your organization, for example, exists to provide life-saving technology or to raise people out of poverty? I saw this firsthand when I was a PhD student, in the call center of a large telecommunications company. Joan''s emphasis.]

Call Center 11

Call Center Telecommunications Stress Film 11

Harvard Business Review

MAY 17, 2011

Independent of any altruistic motives, engaging with the BOP can help designers and innovators gain insight into the following three key issues: 1. Usability — A great idea remains just that until it is manifested into a design that motivates people to use it.

Prahalad 15

Prahalad Business Model Early Adopters Innovation 15

Harvard Business Review

MAY 2, 2012

The ability to make it easy for customers to alter products to better meet their needs is not confined to technology firms. 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.

Company 15

Company Software Call Center Innovation 15

Harvard Business Review

MARCH 25, 2015

Changing customer behaviors driven by digital technology have altered the way consumers want to buy. In order to remain, or in some cases once again become, a relevant investment vehicle, life insurers need to shift to a needs-based, solution-selling approach. Developing customer-oriented offerings. households.

Insurance 8

Insurance Policies Productivity Products 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. But the CMO has a unique and critical role to play to deliver the change.

P&L 10

P&L Banking Marketing Call Center 10

Harvard Business Review

AUGUST 31, 2018

They were employed in midlevel to upper-midlevel management positions in strategy, finance, marketing, legal, operations, and technology functions. Yes, women as well as men must be intrinsically motivated to aspire to leadership roles and seize opportunities. I had a very diverse team with a very different and strong culture.

Management 13

Management Tacit Knowledge Diversity Leadership Pipeline 13

Harvard Business Review

OCTOBER 23, 2012

Today, most modern companies use Theory Y policies to attract, retain and motivate staff. At the same time, technology has the potential to take us back to Theory X. Call centers, for example, know how many calls an operator handles per hour, the average time per call and how many sales were made or disputes resolved.

McGregor 8

McGregor Human Resources Retail Taylorism 8

Harvard Business Review

MARCH 23, 2012

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. What type of work needs to be done and how can we become more productive and competitive in accomplishing it? How can we detect the need for change?

Metrics 13

Metrics Parcell Call Center Productivity 13

Harvard Business Review

JULY 21, 2015

Recently, we found ourselves in motivational seminars at our respective places of employment. And just because we have more advanced technology today doesn’t mean we’re any closer to pinning down a definition, as Will Davies reminds us in his new book The Happiness Industry. Both events preached the gospel of happiness.

Film 8

Film Seminar EVA Productivity 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. A person working in a call center might need a different set of messages than a line manager does to understand how he docks into the big picture.”

Franchising 15

Franchising CEO Business Model Strategy 15

Harvard Business Review

JUNE 3, 2013

At a small start-up, feedback is likely to be informal and spontaneous, while larger organizations are likely to have structured systems including competency models, specific evaluation criteria, and a technology platform that enables quantitative and qualitative input to be collected, aggregated and stored. However, this is rarely done.

System 8

System Talent Management Call Center Discount 8

Harvard Business Review

MAY 28, 2014

Shiny new HR practices should motivate savvy conversations , not just imitation. 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.”. So does this mean you should abandon job postings too?

Supply Chain 8

Supply Chain Policies Sample Human Resources 8