Organization and Culture - Brad Cleveland

Recent Statistics on Employee Engagement

Jun 9, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Here are some recent statistics that we gathered for the latest issue of The Edge of Service. Compared with disengaged employees, highly engaged employees are more than 4X as likely to recommend the company’s products and services and do something good for the...

The Edge of Service® Newsletter, Issue 17: The Stunning Stats Behind Employee Engagement

May 31, 2016 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture, Research/Statistics, The Edge of Service

The Edge of Service® Newsletter, Issue 17: The Stunning Stats Behind Employee Engagement I believe there are three categories of statistics any leader needs to know about employee engagement: First, employee engagement is strongly tied to customer experience. If...

Connecting Hiring, Training and Coaching

May 24, 2016 | Call Center, Contact Center, Customer Service, Organization and Culture, Quality Management, Videos

The Essential Role of Today’s Front Line Managers

Apr 26, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Rewind the clock about ten years, and you’d find top level managers in many organizations, along with most industry pundits, predicting that front line managers (a.k.a. supervisors) would become less important in contact centers, and that their numbers would begin to...

The Best Managed Contact Centers: #10 – They Build an Effective Organization

Apr 12, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Successful contact center leaders design an organizational structure that facilitates collaboration among and across job roles and business units. They tap into the principles of good organizational design and revisit their structure often. They continually work on...

Understanding the “Power of One”

Mar 1, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Quality Management, Workforce Management

Last week’s Contact Center Insider, ICMI’s weekly e-newsletter, includes an article I wrote “Understanding the ‘Power of One’ – As Important as Ever.” While we know the impact each agent has on individual customers and the subsequent publicity (good or bad) that can...