Organization and Culture - Brad Cleveland

The Best-Managed Contact Centers: #2 – They Have a Supporting Culture

Jan 5, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Characteristic #2: They Have a Supporting Culture Culture — the inveterate principles or values of the organization — tends to guide behavior, and can either support and further or, as some have learned the hard way, ruin the best-laid plans for organizational...

Building Cross-Functional Processes

Dec 11, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Organization and Culture

Many centers have charged a person or a group of people with essential planning responsibilities, i.e., forecasting, staffing and scheduling. As a part of their job, they are given the task of collecting information required for these activities. But if they...

Boosting Quality and Innovation

Nov 19, 2015 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Quality Management

Every customer interaction your organization handles provides implicit and/or direct insight into processes, products, policies, services, customers and the external environment. You have the opportunity to play a central role in building a stronger organization with...

Don’t Leave Culture to Chance

Nov 17, 2015 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

Innovative Hiring Practices

Nov 12, 2015 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Here are samples of things different organizations are doing to find, attract and hire the people they need: Zappos offers new employees payments equivalent to one month’s salary to leave. This helps ensure that those who stay truly want to be there. In...

The Edge of Service® Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink

Oct 29, 2015 | Call Center, Contact Center, Customer Service, Leadership, Multi-channel Support, Organization and Culture, The Edge of Service

The Edge of Service® Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink Imagine dropping onto Earth from another planet. Your task is to explore our economy—jobs, what we produce, and how we hire and train people for those roles. You’re not...