Organization and Culture - Brad Cleveland

Principle #4: Fix Root Causes to Make Lasting Improvements

Jan 21, 2021 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture, Quality Management

Have you ever been part of this conversation: “I thought we fixed that problem! Why are talking about it again?” Chances are, a symptom was addressed, at least temporarily, but the root cause was not fully identified and resolved. Your proof that a problem has been...

The Leadership Secret to Effective Coaching

Nov 11, 2020 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Quality Management

In the most engaged teams I’ve seen, there are solid coaching principles at work. But the ultimate leadership secret is to approach training, coaching and performance standards as opportunities to empower your employees to coach themselves. Learn more about how...

Empowering Your Customer Service Team

Sep 18, 2020 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture

Many organizations want to do the right thing for customers, but too often put a multi-layered, time-eroding approval process in place to get there. By then, the customer is gone, or the loyalty that could arise from their experience has dwindled. That’s not effective...

The Stay Interview: A Powerful Retention Tool

Sep 3, 2020 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

The best contact centers continually work on the root causes of turnover. There are many common causes of turnover, such as insufficient development opportunities, pace of effort required, feeling of not being appreciated, the list goes on. What is most important in...

Enabling a Supporting Culture

Jul 3, 2020 | Call Center, Contact Center, Customer Service, LinkedIn Learning, Organization and Culture

Studies show a strong link between engaged employees and higher levels of productivity and profitability. In one example, Gallup found that companies ranked in the top quartile for employee engagement are 18% more productive and 12% more profitable than those in lower...

Empower Your Workforce to Fix Things for Customers

Jun 23, 2020 | Call Center, Contact Center, Customer Service, Organization and Culture, Workforce Management

Real-time management is often viewed as a matter of responding to workload quantities. What’s often missed in these discussions is how to respond to the nature of the workload. If it’s heavy, there usually are underlying issues driving it. You can throw all the...