Leadership - Brad Cleveland

Secrets to Creating an Engaging Culture

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...

Secrets to Creating an Engaging Culture

Is Social Media a Risk?

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

Secrets to Creating an Engaging Culture

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...

Secrets to Creating an Engaging Culture

Should We Have a Chief Customer Officer?

Apr 15, 2014 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

Secrets to Creating an Engaging Culture

Today’s Contact Center – The Internal Engine that Engages Social Communities

Apr 8, 2014 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Leadership, Social Media, Videos

Secrets to Creating an Engaging Culture

Three Ways the Contact Center Contributes to Customer Experience

Mar 3, 2014 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Videos