Organization and Culture - Brad Cleveland

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...

The Edge of Service®, Issue 8: The Trait All Successful Service Leaders Share

May 1, 2014 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, The Edge of Service

The Edge of Service® Newsletter, Issue 8: The Trait All Successful Service Leaders Share Janet Bailey was still in high school when she got her first job—working in a call center. It later evolved into a part-time arrangement that allowed her to work while she...

Should We Have a Chief Customer Officer?

Apr 15, 2014 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

Quality Management Across Channels

Apr 2, 2014 | Call Center, Contact Center, Customer Service, Organization and Culture, Quality Management

As you role out the new channels made possible through mobile and social ecosystems, it’s important to uphold a strategy of quality management across all channels. The well-worn practices of monitoring, coaching and quality improvement for traditional channels should...