Organization and Culture - Brad Cleveland

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...

Tools for Your Next Team Meeting

Sep 26, 2018 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Looking to generate substantive conversation at your next team meeting? Try one of these worksheets on customer expectations, metrics and customer access strategy. It can be helpful to take a step back from the day-to-day, urgent issues to think about the bigger...

The Nature of Contact Center Work

Sep 20, 2018 | Call Center, Contact Center, Customer Service, Organization and Culture

People who are new to contact centers are often surprised at how different they are compared to other work environments. The workload is so variable and timing is so critical. This is all true, so it can be helpful to better understand the nature of contact center...