Organization and Culture - Brad Cleveland

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....

eCornell Videos: Empowering Agents with the Right Information and Training

Nov 15, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the third of five videos. You can view the first video at Delivering Consistent Service and the second at Retaining the Right Customers.

Common Causes of Turnover

Sep 16, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Excessive turnover costs an organization in many ways: Higher recruiting and training costs; a lower average experience level leading to higher handling times, more transferred calls and lower service levels/response times; the need for more coaching and supervision;...

Strategy Drives Structure

Sep 7, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Organization and Culture

Many contact centers have been through consolidations or restructurings that are really just cleanup efforts for lack of having or using an effective customer access strategy. For example, I recall helping an insurance company with agent group...

Adherence to Schedule Tips

Sep 1, 2016 | Call Center, Contact Center, Customer Experience, Customer Service, Organization and Culture, Quality Management, Workforce Management

Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to handle contacts as scheduled. However, to ensure your approach is supporting the culture you...