Organization and Culture - Brad Cleveland

Don’t Leave Culture to Chance

Oct 8, 2014 | Call Center, Contact Center, Leadership, Organization and Culture, Videos

Rules of the Road for Recruiting and Hiring

Aug 28, 2014 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Quality Management, Videos

The Demand for Our Time Leads to Disengagement

Aug 7, 2014 | Call Center, Contact Center, Leadership, Organization and Culture, Research/Statistics

A widely-circulated article with the provocative title, “Why You Hate Work,” summarized the results of a recent study from The Energy Project. In it, authors Tony Schwartz and Christine Porath provide this snapshot: “Just 30 percent of employees in America feel...

Making Good Decisions

Jul 17, 2014 | Customer Service, Leadership, Organization and Culture, Research/Statistics

One thing we all have in common as leaders and managers is the challenge of making good decisions. And (probably no surprise), there’s a strong correlation between decision effectiveness and business performance, as illustrated by research referenced in this...

Empowering Agents with the Right Information and Training

Jun 12, 2014 | Call Center, Contact Center, Customer Service, Organization and Culture, Quality Management, Videos

Secrets to Creating an Engaging Culture

May 9, 2014 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Johann Wolfgang Von Goethe once said, “Instruction does much, but encouragement does everything.” Many studies bolster this view, showing a strong link between engaged employees and higher levels of productivity and profitability. (In one example, Gallup...