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(925)
- People (1)
- News (401)
- Research (406)
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- 11 Jan 2000
- Research & Ideas
Calling All Managers: How to Build a Better Call Center
call centers, with their attendant voice response units (VRUs—also known as automated voice response systems), need not be so inefficient. When a company manages its call View Details
- 2010
- Working Paper
Do Call Centers Promote Education? Evidence from India
By: Emily Fair Oster and Mary Bryce Millett
Over the last two decades in India there have been large increases in outsourced jobs and large increases in schooling rates, particularly in English. Existing evidence suggests the trends are broadly related. In this paper we explore how localized these impacts are;... View Details
- 1999
- Working Paper
Effective Call Center Management: Evidence from Financial Services
By: Ann Evensen, Patrick T. Harker and Frances X. Frei
Evensen, Ann, Patrick T. Harker, and Frances X. Frei. "Effective Call Center Management: Evidence from Financial Services." Harvard Business School Working Paper, No. 99-110, March 1999.
- Web
Cold Calling - Christensen Center for Teaching & Learning
Teaching by the Case Method Cold Calling Preparing to Teach Leading in the Classroom Pre-Class Arrival Diversity and Inclusion Openings Cold Calling Questioning, Listening & Responding Transitions Closings... View Details
- 01 Dec 2010
- News
Innovation Takes Center Stage
chasing the American dream. I never thought I would be Dean of Harvard Business School.” When Harvard President Drew Faust called on May 4 to inform him that he was her choice, Nohria, drawing on his years of work in leadership, told... View Details
Keywords: Roger Thompson
- 10 Nov 2011
- HBS Case
HBS Cases: Making Lincoln Center Cool Again
When Reynold Levy took over as president of New York's Lincoln Center for the Performing Arts in 2002, he faced a classic challenge for any nonprofit leader navigating a complex environment: staying relevant to the next generation. Levy... View Details
- 01 Aug 2000
- Research & Ideas
A Latin American Vision: New HBS Research Center Opens
the complexities of case writing throughout the region. Conversations also focused on work that the new Center can foster between, and among, Latin American academics and HBS faculty. (The conference in Buenos Aires was preceded by a... View Details
Keywords: by Martha Lagace
- 23 Jul 2001
- Research & Ideas
How One Center of Innovation Lost its Spark
How do once-thriving centers of innovation slow down, falter, and in some cases all but grind to a halt? That's a question that fascinates HBS professor Donald N. Sull. In a new working paper describing his in-depth research, Sull focused... View Details
- 31 Oct 2014
- Op-Ed
Ebola’s Call To Arms About Disaster Preparedness
need someone like that because, while the Center for Disease Control has fantastic scientists, management has never been their main skill set. “The goal should be to optimize to mitigate catastrophes while managing routine concerns... View Details
- 24 Apr 2015
- News
Entrepreneurship Takes Center Stage at New Venture Finale
- 01 Aug 1998
- News
Spangler Family Gift Endows New Campus Center
C.D. ("Dick") Spangler, Jr. (MBA '56), the recently retired president of the University of North Carolina, has made a lifelong habit of answering what he terms "life's cold calls of responsibility." To a gathering of graduating HBS... View Details
Keywords: Nancy O. Perry
- 01 Mar 2005
- News
Dean’s Conference Call Spotlights HBS Global Initiative
TOKYO VISIT: Dean Clark and wife, Sue, with Masako Egawa (MBA '86), Japan Research Office executive director, and University of Tokyo professor Takahiro Fujimoto (DBA '89). Photo Courtesy Japan Research Office The School’s six-year-old Global Initiative, with research... View Details
- Web
Baker Library / Bloomberg Center | About
Baker Library / Bloomberg Center Harvard Business School’s first benefactor, George F. Baker & Michael R. Bloomberg (MBA 1966) Baker Library is named after Harvard Business School’s first benefactor, George F. Baker. The Bloomberg View Details
- Web
Participation - Christensen Center for Teaching & Learning
Teaching by the Case Method Participation Preparing to Teach Leading in the Classroom Pre-Class Arrival Diversity and Inclusion Openings Cold Calling Questioning, Listening & Responding Transitions Closings Timing Participation Engagement... View Details
- Web
Engagement - Christensen Center for Teaching & Learning
Teaching by the Case Method Engagement Preparing to Teach Leading in the Classroom Pre-Class Arrival Diversity and Inclusion Openings Cold Calling Questioning, Listening & Responding Transitions Closings Timing Participation Engagement... View Details
- 01 Apr 2000
- News
Rethinking Call Centers: Effective Delivery of Service is Key
call centers, with their attendant voice response units, need not be frustrating. When a company manages its call center well, effectively linking a triad of service,... View Details
- 22 Aug 2024
- Blog Post
LM Wind Power Test and Validation Center
student essays that highlight their reflections. When we visited LM Wind Power’s Test and Validation Center in Lunderskov, Denmark, we saw how they work to optimize the efficiency and safety of their blades through a variety of testing... View Details
- Web
Openings - Christensen Center for Teaching & Learning
Teaching by the Case Method Openings Preparing to Teach Leading in the Classroom Pre-Class Arrival Diversity and Inclusion Openings Cold Calling Questioning, Listening & Responding Transitions Closings Timing Participation Engagement... View Details
- Web
Timing - Christensen Center for Teaching & Learning
Teaching by the Case Method Timing Preparing to Teach Leading in the Classroom Pre-Class Arrival Diversity and Inclusion Openings Cold Calling Questioning, Listening & Responding Transitions Closings Timing Participation Engagement Board... View Details