Organization and Culture - Brad Cleveland

Align the Organization to Deliver the Best Possible Customer Experience

Oct 14, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture, Videos

10 Things Executives Should Know About Contact Centers

Sep 9, 2015 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

A prerequisite to getting good support from senior management is that they have at least a basic understanding of what contact centers do. To fulfill their potential, customer contact centers need commitment and involvement from the top. And a prerequisite to getting...

The Secret to a Great Customer Service Operation

Sep 1, 2015 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

Connecting Hiring, Training and Coaching

Jul 14, 2015 | Call Center, Contact Center, Customer Service, Organization and Culture, Quality Management, Videos

Motivation and Engagement: Your Leadership Matters

Jun 24, 2015 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

The Changing Role of Supervisors

Apr 16, 2015 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Studies from ICMI and others suggest there are more supervisors today – proportionally and in real numbers – than ever. With today’s developments – emerging channels, proliferation of social media, the competitive importance of customer relationships, and the wide...