Organization and Culture - Brad Cleveland

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...

Don’t Leave Culture to Chance

Jan 24, 2017 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

Cultivating Effective Communication, Part 2

Jan 5, 2017 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

This discussion of communication continues with four more principles common to successful contact centers. You can read the first part of this discussion here. Develop Formal and Informal Channels of Communication. Effective leaders cultivate both formal and informal...

Cultivating Effective Communication, Part 1

Jan 2, 2017 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Communication creates meaning and direction for people. When good communication is lacking, the symptoms are predictable: conflicting objectives, unclear values, misunderstandings, lack of coordination, confusion, low morale and people doing the bare minimum required....