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Author: Andrew J. Hoffman
Publisher: Stanford University Press
ISBN: 1503615308
Category : Business & Economics
Languages : en
Pages : 223
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Book Description
Business leaders have tremendous power to influence our society, how it operates, whether it is fair, and the extent to which it impacts the environment. And yet, we do not recognize or call out the responsibility that comes with that power. This book is meant to challenge future business leaders to think differently about their career, its purpose, and its value as a calling or vocation, one that is in service to society. Its message is for current and prospective business students, business leaders thinking anew about the role of business in society, and the business educators that train all these people. We face great challenges as a society today, from environmental problems like climate change and habitat destruction, to social problems like income inequality, unemployment, lack of a living wage, and poor access to affordable health care and education. Solutions to these challenges must come from the market (as comprised of corporations, the government, and nongovernmental organizations, as well as the many stakeholders in market transaction, such as the consumers, suppliers, buyers, insurance companies, and banks), the most powerful institution on earth, and from business, which is the most powerful entity within it. Though government is an important and vital arbiter of the market, business is the force that transcends national boundaries, possessing resources that exceed those of many nations. Business is responsible for producing the buildings that we live and work in, the food we eat, the clothes we wear, the forms of mobility we employ, and the energy that propels us. This does not mean that only business can generate solutions or that there is no role for government, but with its unmatched powers of ideation, production, and distribution, business is positioned to bring the change we need at the scale we need it. Without business, the solutions will remain elusive. Indeed, if there are no solutions coming from the market, there will be no solutions. And without visionary and service-oriented leaders, business will never even try to find them.
Author: Andrew J. Hoffman
Publisher: Stanford Business Books
ISBN: 9781503614802
Category : Business & Economics
Languages : en
Pages : 176
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Book Description
"Business leaders have tremendous power to influence our society: how it operates, whether it is fair, the extent to which it impacts the environment. This book acknowledges the great responsibility that comes with that power, challenging future business leaders to think differently about their career, its purpose, and its value. Aimed at business school students and graduates as well as those considering entering business, this guide, a supplement to formal business education, is meant to inspire all entrepreneurs to use their powers of innovation for the greater good"--
Author: Valerie Myers
Publisher: Routledge
ISBN: 1136455515
Category : Business & Economics
Languages : en
Pages : 276
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Book Description
Conversations about Calling explores management perspectives of the calling construct. Using Max Weber’s seminal work, The Protestant Ethic and the Spirit of Capitalism, as a starting point, Myers seeks to enrich management perspectives of calling by integrating the contributions of other disciplines to the literature on calling. While the word 'calling' is casually used as shorthand for 'my ideal job', the calling concept has provoked deeper and varied interest among the secular and spiritual circles of both scholars and practitioners. Structured around the idea of four conversations, the book aims to promote a holistic examination of calling. Each conversation has a different focus, elucidating important dimensions of calling, and together they provide a truly comprehensive view. Part I of the book examines existing conversations in management, while part II explores calling across disciplines and eras, from the 1500s to the present. Finally, part III unifies all conversations in a comprehensive theory, then discusses its application and implications for practitioners and organizations. With a strong theoretical grounding, the book also incorporates practical applications supported by case studies. Anyone interested in ethics or management and spirituality will benefit from reading this book. Please visit www.conversationsaboutcalling.com to rate the book and write a review.
Author: David L. Butler
Publisher: Routledge
ISBN: 1136426213
Category : Business & Economics
Languages : en
Pages : 201
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Book Description
'Bottom-Line Call Center Management breaks new ground by addressing key skills and techniques in assessing and implementing effective management practices to maximize the human and capital resources at the call center manager's disposal. Drawing on the author's unique data sets and years of research experience in the industry, 'Bottom-Line Call Center Management' helps call center managers evaluate their current status, implement cost-effective changes, and measure results of their changes to ensure a culture of accountability within the call center at all levels increasing the bottom line. The processes include an evaluation of current customer service representatives, defining, delimiting and assessing the labor shed of the center, and exploring the customer service representative's unique skills and leveraging those skills into a unique and dynamic work environment. Likewise, the process also determines the learning skills and competencies necessary to meet and exceed the basic requirements for all call centers. Furthermore, each step has a pre, in-process, and post evaluation to ensure projects are progressing according to plan. Lastly, all evaluations are measured against the bottom line through a return on investment (ROI) model. The framework for this book uses the culture of call centers, defined and lived through the customer service representatives, as the lens to view all processes, measurements, accountability and return on investment. This framework is critical since there has been much emphasis on technology-as-a-solution which treats the employees as a hindrance instead of the enablers of positive change. Likewise, customer service representatives eventually act as strong determinants of success with the call center and thus the bottom line.
Author: James L. Perry
Publisher: Oxford University Press, USA
ISBN: 0199234035
Category : Business & Economics
Languages : en
Pages : 346
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Book Description
Are public servants self-interested, or motivated by a sense of duty and commitment far above what we would expect given their often modest compensation and frequent public criticism? This book looks at research on this and related questions in assessing the current state of our scientific knowledge.
Author: Brad Cleveland
Publisher: ICMI Inc.
ISBN: 9780965909303
Category : Business & Economics
Languages : en
Pages : 312
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Book Description
This is the only book available today that provides a very readable, step-by-step guide for managing an incoming call center. The book combines theory with practical advice and is filled with over 100 charts and graphs, several case studies and an extensive glossary and index. Readers will learn how to: achieve service level with quality in an era of more transactions, growing complexity and heightened caller expectations; understand the "how" behind best practices; boost caller satisfaction; win top management's support; and discover what separates a good call center from a great one.
Author: Richard Feinberg
Publisher: Purdue University Press
ISBN: 9781557533425
Category : Business & Economics
Languages : en
Pages : 372
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Book Description
Written by authorities on the call center industry, this book brings to light the strategic importance of call centers in today's business world. As interactions with customers move away from person-to-person the call center is becoming a vital force for corporate marketing and communication.
Author: Brad Cleveland
Publisher: ICMI Press (International Customer Management Institute)
ISBN: 9780985461102
Category : Business & Economics
Languages : en
Pages : 491
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Book Description
Author: Andrew J. Hoffman
Publisher:
ISBN:
Category :
Languages : en
Pages :
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Book Description
Author: Alison Green
Publisher: John Wiley & Sons
ISBN: 1118137612
Category : Business & Economics
Languages : en
Pages : 244
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Book Description
Why getting results should be every nonprofit manager's first priority A nonprofit manager's fundamental job is to get results, sustained over time, rather than boost morale or promote staff development. This is a shift from the tenor of many management books, particularly in the nonprofit world. Managing to Change the World is designed to teach new and experienced nonprofit managers the fundamental skills of effective management, including: managing specific tasks and broader responsibilities; setting clear goals and holding people accountable to them; creating a results-oriented culture; hiring, developing, and retaining a staff of superstars. Offers nonprofit managers a clear guide to the most effective management skills Shows how to address performance problems, dismiss staffers who fall short, and the right way to exercising authority Gives guidance for managing time wisely and offers suggestions for staying in sync with your boss and managing up This important resource contains 41 resources and downloadable tools that can be implemented immediately.
Author: Brad Cleveland
Publisher: ICMI Press (International Customer Management Institute)
ISBN: 9780970950772
Category : Call centers
Languages : en
Pages :
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Book Description
This handbook is part four of ICMI's comprehensive, four-part series on call center management, which includes people management, operations management, customer relationship management, and leadership and business management. The Call Center Leadership and Business Management Handbook and Study Guide applies proven leadership and business practices to the call center environment. The study guide opens with guidance on developing an effective vision, mission, strategy and valuation model. Next, it explores leadership and communication best practices and highlights those skills and aptitudes that are most important in the call center. The unique environment of the call center is discussed next, with a focus on navigating future trends and requirements. The fourth section of the guide provides professionals with solid principles on developing business plans, improving operations and managing contracts. The study guide comes to a close with an overview of financial principles that call center professionals should understand.
