Organization and Culture - Brad Cleveland

Agent Performance Standards: Keep It Simple

Aug 23, 2016 | Call Center, Contact Center, Customer Service, Organization and Culture, Quality Management

In recent years, I have seen a trend to streamline and simplify agent performance standards. In many cases, they had become too complex — weighted averages, percent time in this and that mode, formulas that would take a mathematician to figure out. Yes, if...

Building a Good Culture

Aug 11, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

7 Rules of the Road for Recruiting and Hiring

Jul 21, 2016 | Call Center, Contact Center, Customer Service, Organization and Culture, Quality Management, Videos

Educate and Engage: Strong Relationships Matter

Jul 19, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Gina Szabo once relayed this story to me and gave permission for it to be published in Call Center Management on Fast Forward. Although certainly not a recommendation, it is a good reminder that communication is a key first step to contact center success. As a new...

Motivation and Engagement: Your Leadership Matters

Jul 6, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

Hot Topic’s “Daily Huddle”

Jun 24, 2016 | 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...