employee engagement - Brad Cleveland

Listen to Your Employees: Survey Smart and Survey Often

Jul 18, 2024 | Leadership, Organization and Culture

Initiate and encourage voice of the employee The late Steve Jobs once famously stated, “It doesn’t make sense to hire smart people and tell them what to do; we hire smart people so they can tell us what to do.” No one in your organization understands processes,...

Your Work Makes a Difference

Feb 21, 2024 | Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture

We all spend a high percentage of our waking hours working. For most of us, the primary reason is very practical: we require the means to buy the things we need and want. So, in a very real way, work is something we have to do. In that sense, it can carry a negative...

Employee Engagement: The Key Driver and 4 More

Feb 23, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Organization and Culture

The most customer-centric organizations build on a foundation of employee engagement. What’s behind that level of engagement? As it turns out the key driver is purpose. Watch this video from my LinkedIn Learning course “The 10 Pillars of...

Do your goals and metrics foster employee engagement?

Jun 30, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture

This has been a brutal few years for many contact centers. Supply chain problems and the Great Resignation have caused challenges on every aspect of customer care. The work we’re handling has surged and become more complex, while the employees we need to handle it...

The best way to improve employee engagement

Apr 14, 2022 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, Organization and Culture, The Edge of Service

When you peel back the layers of any customer-centric organization, you’ll find a culture of honoring employees, encouraging their insight, and engaging them every step of the way. Customer experience is built on a foundation of employee engagement. I don’t know of...