Leadership - Brad Cleveland

The Demand for Our Time Leads to Disengagement

Aug 7, 2014 | Call Center, Contact Center, Leadership, Organization and Culture, Research/Statistics

A widely-circulated article with the provocative title, “Why You Hate Work,” summarized the results of a recent study from The Energy Project. In it, authors Tony Schwartz and Christine Porath provide this snapshot: “Just 30 percent of employees in America feel...

Making Good Decisions

Jul 17, 2014 | Customer Service, Leadership, Organization and Culture, Research/Statistics

One thing we all have in common as leaders and managers is the challenge of making good decisions. And (probably no surprise), there’s a strong correlation between decision effectiveness and business performance, as illustrated by research referenced in this...

For the First Time Ever, the Customer Is in Control

Jun 19, 2014 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, Mobile, Videos

Secrets to Creating an Engaging Culture

May 9, 2014 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Johann Wolfgang Von Goethe once said, “Instruction does much, but encouragement does everything.” Many studies bolster this view, showing a strong link between engaged employees and higher levels of productivity and profitability. (In one example, Gallup...

Is Social Media a Risk?

May 6, 2014 | Call Center, Contact Center, Customer Service, Leadership, Multi-channel Support, Social Media, Videos

The Edge of Service®, Issue 8: The Trait All Successful Service Leaders Share

May 1, 2014 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, The Edge of Service

The Edge of Service® Newsletter, Issue 8: The Trait All Successful Service Leaders Share Janet Bailey was still in high school when she got her first job—working in a call center. It later evolved into a part-time arrangement that allowed her to work while she...

The Demand for Our Time Leads to Disengagement

Making Good Decisions

For the First Time Ever, the Customer Is in Control

Secrets to Creating an Engaging Culture

The Edge of Service®, Issue 8: The Trait All Successful Service Leaders Share

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