Organization and Culture - Brad Cleveland

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...

Traits of Engaged Employees

Jun 21, 2016 | 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...