Organization and Culture - Brad Cleveland

Employee Engagement Statistics

Mar 20, 2019 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Research/Statistics

Do you need to make the case for your efforts to improve employee engagement? These numbers may help: 51% of US workers are not engaged, while 17.5% are actively disengaged. (Source: Gallup) Compared with disengaged employees, highly engaged employees are 4.7x more...

The Edge of Service® Newsletter, Issue 28: Motivation: Removing the Barriers

Mar 6, 2019 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Dave Koz, the recognized jazz saxophonist and composer, has received nine GRAMMY nominations and has had nine No. 1 albums on Billboard’s Current Contemporary Jazz Albums chart. He’s played for several presidents, hosts two popular radio shows, and is a...

Leaders Need to Spend Time on the Frontline

Jan 23, 2019 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

Aligning the Organization to Deliver the Best Possible Customer Experience

Dec 19, 2018 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture, Videos

The Best-Managed Contact Centers: #3 – They Know that Their People Are the Key to Success

Nov 28, 2018 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Cultures vary dramatically from one organization to the next. You’d likely notice some hairstyles that you don’t see every day at some tech contact centers. Some centers who cater to a younger workforce have break room amenities, such as video game...

The Best-Managed Contact Centers: #2 – They Have a Supporting Culture

Nov 14, 2018 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Characteristic #2: They Have a Supporting Culture Culture — the inveterate principles or values of the organization — tends to guide behavior, and can either support and further or, as some have learned the hard way, ruin the best-laid plans for organizational...