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Issue 130: November 14, 2007 |
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The Seven Common Myths of Innovation |
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Innovation is by far the hottest management issue now and, surely, your organization is abuzz with the rhetoric of innovation. But, here’s a question: Is your organization, like so many others, suffering from a massive rhetoric/reality gap? If you say “yes,” then it is likely your organization is blinded by one or more of the seven deadly myths of innovation: Myth #1: Innovation can’t be taught. Myth #2: Innovation is about creating industry-changing big ideas. Myth #3: Innovation is risky. Myth #4: Innovation means creating cutting-edge products. Myth #5: Innovation is expensive. The concern about high costs results from poor judgment regarding resource requirements and measurements. When an opportunity is not broken into a set of learning experiments, the scope of the upfront resource commitment decision is too big. And, in the absence of appropriate measures for innovation, any expenditure will appear high. Myth #6: Innovation distracts us from what’s important. Great innovation should be disruptive. If you are Sony competing with Apple, disrupting the status quo is probably a good thing. The process of generating many new opportunities might appear to be diluting one’s focus, but having compelling new opportunities to pursue actually creates energy and focus for an organization. Myth #7: Innovation is about giving mavericks the freedom to run wild. While there are memorable stories of corporate heroes jumping over internal hurdles while creating revolutionary products, innovation is not about randomly removing check and control mechanisms of corporate governance and business processes. Instead, successful innovators take a systematic perspective to creating an innovative organization, installing motivating leaders and enabling employees at every level to contribute. The Next Leap Forward Just as embracing, Reengineering has helped many companies dramatically improve their productivity, Innovation has the potential of helping companies make the next leap forward in competitiveness. Unfortunately, while innovation remains a popular subject and many companies are motivated to act, only a few companies have demonstrated success. For the rest, having a good understanding of the key concepts of innovation and dispelling these myths are the first important steps in laying out the right course for action. By George Chen, a principal of the strategy and innovation firm Strategos, and John Zapolski, a principal of the innovation consulting firm Management Innovation Group. |
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Complimentary Webcasts You Won't Want to Miss |
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November 19, 1:00 Eastern: How Your Trainee Can Sound Like Your Most Experienced Agent. Presented by Panviva. In this webcast you will learn how you can have a trainee sounding like your best agent from day one on the job. November 27, On-Demand: Why First-Call Resolution (FCR) still matters most, how to improve on it. Presented by Siemens. Join this webcast for a discussion of new FCR research from SQM Group. Exploring the 20% discrepancy between user reported and internal FCR measures; new insights, directions, and techniques for improving performance and customer intimacy will be explored. December 11, 1:00 Eastern: Why Contact Center Performance Management? Presented by Avaya. Join this webcast for a discussion about how you can demonstrate the value your contact center delivers, and steps you can take to make your contact center a strategic partner in your business. December, On-Demand: The 20-Minute Coaching Phenomenon: Linking Training to the Real World. Presented by Caras Training. Great coaches bridge the gap between classroom training or eLearning and how it is applied on-the-job. They know that without their intervention, training time may go to waste. This 15-minute tutorial webinar shares what many companies are doing to improve performance using only 20 minutes per month. |
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News and Commentary |
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Contact Systems for Olympics Tickets Fail The Olympics site crashed the system. Officials said it was designed to handle 1 million hits an hour. At the same time, the ticketing hotline received 3.8 million calls.
Internet Sales Tax Regulations are Tricky, Confusing That was the good news for entrepreneurs, as Congress passed a seven-year moratorium on Internet access taxes, but not sales tax.
Malls Let You Go Online to Check on Stock Nearly 200 shopping centers nationwide have started letting consumers check online or via mobile devices to see whether a product is in stock at some of their stores. Call-center employees make a phone call to the store to get the answer and then send the shopper an e-mail response, usually within 10 minutes.
Technology Traps a Technologist When Elvira Rodriguez, the company's call center manager, came to work on Monday morning, March 4, she encountered chaos, she told the jury. Calls flooded in from frantic IT employees whose computers had started spontaneously deleting files.
Personal Outsourcing: If Big Companies Can Do It, Why Can't I? The second wave, according to some entrepreneurs, venture capitalists and offshoring veterans, will be the globalization of consumer services. They predict the market will one day include millions of households around the world.
The VoIP Recording Revolution: How New Technology Advance can Impact Your Contact Center Read this white paper to discover the essentials of selecting a call recording solution that will allow you to lower total cost of ownership, increase productivity and scalability and more!
Enable a Customer-Centric Enterprise to Improve Performance Explore this white paper and learn how you can build stronger customer relationships and gain a competitive advantage by using a customer centric mindset.
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Smart Quote |
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"Civility costs nothing." |
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About Contact Professional and CP Wire |
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Contact Professional magazine provides useful management tools and resources to the contact center professional. Written for executives, managers and directors of contact centers, the editorial focuses on real world solutions to issues faced on a daily basis. From hiring and training to technology implementation, each article emphasizes ROI and increased efficiency within the contact center. CP Wire, the electronic counterpart to Contact Professional, is delivered biweekly and focuses on daily obstacles facing the contact center professional, offering firsthand opinion and expertise in a brief, entertaining format along with the latest news affecting contact centers around the world. Some links in CP Wire are time-sensitive. These links may move or expire as the news changes throughout the day. Sponsorships or product announcements appearing in CP Wire are paid advertisements and do not reflect actual CP Wire or Contact Professional endorsements. The news and advice reported in CP Wire or Contact Professional magazine does not necessarily reflect the official position of CP Wire or Contact Professional magazine. The information contained herein has been obtained from services believed to be reliable. |
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Contact Professional and CP Wire are publications of Due North Consulting, Inc. Copyright 2001-2007, Due North Consulting, Inc. All rights reserved. This article is protected by United States copyright and other intellectual property laws and may not be reproduced, rewritten, distributed, re-disseminated, transmitted, displayed, published or broadcast, directly or indirectly, in any medium without the prior written permission of Due North Consulting, Inc. |
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