Call Center - Publications - Faculty & Research

01 Oct 2014
What Do You Think?

Is Too Much Focus a Problem?

called 'Tunnel Vision' . The solution is not difficult. Management has to take a break, like once in a quarter, to take a look at the big picture. Outsiders should be invited to shake up comfortably held views." Donald Shaw's... View Details

Keywords: by James Heskett

03 Jul 2008
What Do You Think?

Are Followers About to Get Their Due?

that most job descriptions imply that 'diehard' or 'activist' employees would serve the organization best. Typical desirable traits include 'passionate, dynamic, energetic, devoted.' Where are the calls for job applicants who are 'calm,... View Details

Keywords: by Jim Heskett

20 Oct 2010
Op-Ed

Export Competitiveness: Reversing the Logic

necessary to confidentially put exports at the center of growth strategies. An alternative view of the data suggests that export-orientation works if some other fundamental conditions are in place. These fundamental conditions should then... View Details

Keywords: by Christian Ketels

06 Jan 2020
Research & Ideas

Motivate Your High Performers to Share Their Knowledge

salesperson handles those issues slightly differently. It’s hard to train for that because everyone has a different style and way of talking to customers.” Tackling reticence and resistance at a call center... View Details

Keywords: by Michael Blanding

18 Dec 2019
Book

6 Skills That Wise Companies Harness for World-Changing Innovation

components, one of which is doing things for the common good. The other is the here and now—making judgment calls and taking action here and now.” Based on the authors’ study of more than 20 Japanese companies, the following six practices... View Details

Keywords: by Kristen Senz

18 Feb 2019
Book

What’s Really Disrupting Business? It’s Not Technology

following the steps a customer takes to select, buy, and consume a product or service. You call these situations “decoupling.” Could you give an example? Teixeira: A great example of decoupling is an insurance startup View Details

Keywords: by Danielle Kost; Beauty & Cosmetics; Insurance; Service; Retail

01 Feb 2021
What Do You Think?

Has the New Economy Finally Arrived?

pandemic) that challenge traditional economic theory centered on the so-called Phillips curve. It’s a simple economic model named after the economist who explored the positive relationship between low unemployment and higher wage rates.... View Details

Keywords: by James Heskett

29 Jan 2021
Op-Ed

How Influencers, Celebrities, and FOMO Can Win Over Vaccine Skeptics

calls this approach “growth hacking” because most of the growth takes place when the early adopters and early majority purchase products, spurring rapid adoption by late majority and laggard segments. Once the vaccine is available to the... View Details

Keywords: by Rohit Deshpandé, Ofer Mintz, and Imran S. Currim

21 Aug 2000
Research & Ideas

From Emerging Economies to the Global Market: The Case of Embraer

what he called "procedural asides" to demonstrate how the case might be taught in a classroom), the Embraer case also illuminated ways that companies might craft a strategy to balance two spheres of influence: market and... View Details

Keywords: by Martha Lagace; Manufacturing

29 Aug 2005
Research & Ideas

How Organizations Create Social Value

Success in Social Enterprise," ending August 1. This two-year study was the second carried out by SEKN since it was founded in 2001 as a research partnership between HBS and leading business schools in Latin America and Spain. SEKN's research View Details

Keywords: by Manda Salls

15 Jun 2007
Research & Ideas

Remembering Alfred Chandler

of organizational capabilities, technological innovation through R&D, problem solving, knowledge, and continuous learning—investment in human capital and technology that only firms could generate. Chandler placed the issue of managerial coordination squarely in the... View Details

Keywords: by Sean Silverthorne

19 Oct 2021
Research & Ideas

Fed Up Workers and Supply Woes: What's Next for Dollar Stores?

publicly in their last earnings call that they’re not getting the shoes that they need. Vietnam is a major source for footwear and garments. Southeast Asia and China are a major source for toys. If you think about all the... View Details

Keywords: by Christine Pazzanese, Harvard Gazette; Retail

24 Feb 2020
Research & Ideas

The Hidden Vulnerabilities of Open Source Software

industry and application security companies, including developer-first security company Snyk and the Synopsys Cybersecurity Research Center (SCRC), the Linux Foundation and LISH were able to combine private usage data with publicly... View Details

Keywords: by Frank Nagle and Jenny Hoffman; Computer

30 Jun 2021
In Practice

The Harvard Business School Faculty Summer Reader 2021

What’s on HBS faculty members’ reading list for summer 2021? Which books are most meaningful to them and why? Below, faculty share their top picks, ranging from biographies and memoirs to their colleagues’ latest works. Julia Austin: Social justice and the Obamas I... View Details

Keywords: by Kathryn Haviland

12 May 2020
Research & Ideas

It’s Time To Relaunch Your Remote Team

routines calls for relaunches to help leaders and team members understand how each member has been affected, figure out how to address concerns, and ultimately get everyone back on the same track to achieve team goals. Team leaders should... View Details

Keywords: by Tsedal Neeley

28 Apr 2003
Research & Ideas

Supply Chain Risk: Deal With It

will often consider the giant risk but ignore the smaller risks that create friction in the supply chain," says M. Eric Johnson, director of the Center for Digital Strategies at Dartmouth College's Tuck School of Business in Hanover,... View Details

Keywords: by David Stauffer

09 Mar 2015
Research & Ideas

Why Entrepreneurs Should Go Work for Government

of," says Weiss. A new Harvard Business School course inspires students to be entrepreneurial leaders in government. Pictured: Government Center in Boston. ©iStock.com/gregobagel Not that producing such results comed easy. As One... View Details

Keywords: by Michael Blanding

03 May 2010
Research & Ideas

What Is the Future of MBA Education?

director of research. Garvin, the C. Roland Christensen Professor of Business Administration, teaches courses for MBAs and executives on leadership, general management, and operations. Garvin is also faculty chair of the School's Christensen View Details

Keywords: by Martha Lagace; Education

03 Dec 2001
Research & Ideas

Healthcare Conference Looks At Ailing Industry

Cancer research, it has been said, is not unlike a group of blind men studying an elephant. One man feels the elephant's tail and says it is a rope. Another blind man handles its tusk and calls it a spear, and yet another declares its... View Details

Keywords: by Martha Lagace; Health

24 Mar 2020
Research & Ideas

These Coronavirus Heroes Show Us How Crisis Leadership Works

“Heroes List” of authentic leaders who are making a difference in overcoming the challenges of COVID-19: Dr. Anthony Fauci, director of the National Institute of Allergy and Infectious Diseases, has been at the center of every virus... View Details

Keywords: by Bill George; Health

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