Organization and Culture - Brad Cleveland

Hot Topic’s “Daily Huddle”

May 17, 2017 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

A few years back, fashion retailer Hot Topic won first place in an ICMI video contest for a creative portrayal of their “secret to service success,” a daily communications huddle. In it, they compare the daily meeting, which keeps employees up to date, to...

Take a Moment and Be Inspired

May 9, 2017 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Research/Statistics, The Edge of Service

Need some inspiration? How about inspiration for your next team meeting? Check out the Edge of Service Newsletter archives for 20 brief articles on some of the most pressing issues facing customer service professionals today. They also include statistics and an...

Leaders Need to Spend Time on the Frontline

Apr 26, 2017 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

Connecting Hiring, Training and Coaching

Apr 18, 2017 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

Videos to Spark Discussion

Mar 22, 2017 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Are you looking for a way to incorporate long-term improvement into your team meetings? Take a few minutes during your next team meeting to watch a brief video on customer service and then discuss it as a group. Too often team meetings focus on urgent problems at the...

Strengthen Ties Across the Organization

Feb 9, 2017 | 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...