Organization and Culture - Brad Cleveland

“Live” these 5 principles to create a culture of employee engagement.

Jan 16, 2026 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture

What do successful organizations with high employee engagement have in common? I’ve observed some principles that, without fail, are at work—vision, values, communication, collaboration, and others. The key is to “live them”—not just give them lip service. 1....

Why Great Leaders Never Skip One-on-Ones

Dec 4, 2025 | Customer Experience, Leadership, Organization and Culture, Quality Management

Unlock the true power of leadership with effective one-on-one meetings! In this episode, Brad Cleveland shares why skipping these vital conversations is a mistake, and how regular one-on-ones can transform your team’s engagement, trust, and accountability. Drawing on...

A Powerful Pair: Drive customer service rep performance with these two metrics

Nov 7, 2025 | Call Center, Contact Center, Customer Experience, Customer Service, LinkedIn Learning, Organization and Culture, Quality Management

Measuring customer service rep performance is a topic that has often been controversial. Performance measures are usually tied to behavioral expectations and standards, so many questions can arise: Are the measures fair? Are they truly within an individual’s...

Improving Customer Service: More Than Meets the Eye

Oct 23, 2025 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, LinkedIn Learning, Organization and Culture, Quality Management

Consider any aspect of improving customer service you want. Let’s say handling service issues correctly the first time so that there’s no unnecessary additional work. You’ll soon discover that there’s more to it than may at first meet the eye....

Employee Motivation: Make It Personal

Sep 12, 2025 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, LinkedIn Learning, Organization and Culture

We all have many things in common. We want to do work that matters. We want to be supported and empowered. We appreciate recognition for a job well done. But we’re also wired differently and general motivation doesn’t always go far enough. Generic advice...

Want Engaged Employees? Eliminate Conflicting Objectives

Sep 5, 2025 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

I remember visiting an organization and being given a list of team members ranked by their “productivity.” The person at the bottom of the list was helping fewer customers and more of her cases were still open, waiting for resolution. Her manager was concerned. But as...