Organization and Culture - Brad Cleveland

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

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

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

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

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

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

Motivation and Engagement: Your Leadership Matters

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