Organization and Culture - Brad Cleveland

Traits of Engaged Employees

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

The National Business Research Institute (NRBI) identifies six traits engaged employees have in common, including: They believe in their organization. They have the desire to work to make things better. They understand the business context and big picture. They are...

Strengthen Ties Across the Organization

Mar 7, 2018 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Effective communication across an organization is essential to sharing and using voice of the customer. And there are plenty of additional reasons to strengthen ties. Opportunities for ongoing product and service improvements and innovations almost always involve...

Hiring for Service: It’s Time for a Rethink

Feb 7, 2018 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

In thinking about the challenging job frontline agents have these days, I was reminded of an issue of The Edge of Service® Newsletter that I published a while ago: The Edge of Service® Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink. If hiring...

Don’t Leave Culture to Chance

Jan 2, 2018 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

Aligning the Organization to Deliver the Best Possible Customer Experience

Nov 30, 2017 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture, Videos

Tools for Your Next Team Meeting

Nov 28, 2017 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture, Workforce Management

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...