Reinventing Customer Service
Thought Food

Reinventing Customer Service

HBR reckons that any big company, and few departments will be as instantly recognizable as customer service. The call center usually resembles a factory floor, with row after row of reps, headsets on, sticking to the script and rushing from call to call as they try to minimize “handle time.”  But walk into a T-Mobile…

A Step-by-Step Guide to Firing Someone
Thought Food

A Step-by-Step Guide to Firing Someone

HBR attempts to equate the firing process with a most appropriate metaphor: A no-fault divorce. This insert means that as painful as divorce may be at the time, it allows two people to correct a mistake and move on to a more satisfying future. And handled well, termination works the same way. Here’s how to do…

Mentoring for career development
Thought Food

Mentoring for career development

This article means that mentoring programs are aimed at assisting participants with career management but questions just how can a mentor help. It also gives some helpful activities to assist with career development conversations, because it further means that career management involves assessing the current situation and making informed decisions about the future… Read more

How Will AI Change Work? Here Are 5 Schools of Thought
Thought Food

How Will AI Change Work? Here Are 5 Schools of Thought

HBR examines the future of work in the light of Artificial Intelligence and begs the question: How should companies prepare, strategically, to thrive in this world? Accordingly, HBR means that views on what to expect vary dramatically. By some accounts, almost half of all jobs in the U.S. economy could be made obsolete, while others have described how…

What Everyone Gets Wrong About Change Management
Thought Food

What Everyone Gets Wrong About Change Management

While it’s no new revelation that corporate transformations still have a miserable success rate, even though scholars and consultants have significantly improved our understanding of how they work… HBR dives deeper into this problem and starts with reaffirming the fact, by revealing the latest study findings, which consistently report that about three-quarters of change efforts flop – either…