Organization and Culture - Brad Cleveland

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...

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...