Organization and Culture - Brad Cleveland

The Power of Employee Engagement

The Power of Employee Engagement

Sep 5, 2019 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

The impact of employee engagement is incredible. In fact, engaged employees are four times more likely than non-engaged employees to go beyond what’s expected of them according to the Temkin Group, a US firm focused on customer experience. Other studies show...

Harness the Potential of Customer Interactions to Deliver Value

Harness the Potential of Customer Interactions to Deliver Value

Aug 28, 2019 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

The amount of intelligence gathered through customer service is significant, in any industry. There’s far more value to handling customer contacts than improving the satisfaction and loyalty of customers, as vitally important as that is. So, how do you build the...

Building a Culture of Engaged Employees

Building a Culture of Engaged Employees

Aug 14, 2019 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

Motivation and Engagement: Your Leadership Matters

Motivation and Engagement: Your Leadership Matters

May 21, 2019 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Quality Management, Videos

Motivation and Engagement: Your Leadership Matters

Culture as a Leadership Responsibility

Apr 18, 2019 | Call Center, Contact Center, Customer Service, Organization and Culture, Videos

Motivation and Engagement: Your Leadership Matters

7 Suggestions for Improving Schedule Adherence

Mar 26, 2019 | Call Center, Contact Center, Customer Service, Organization and Culture, Videos, Workforce Management