employee engagement - Brad Cleveland

Employee Experience: The Cornerstone of Customer Experience

Jun 3, 2021 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture

Everything I’ve seen over the years — in both the organizations I’ve led and others I’ve worked with as an outside advisor — corroborates the importance of employee experience. It is indeed the cornerstone of customer experience. When you peel back the layers of any...

The Stay Interview: A Powerful Retention Tool

Sep 3, 2020 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

The best contact centers continually work on the root causes of turnover. There are many common causes of turnover, such as insufficient development opportunities, pace of effort required, feeling of not being appreciated, the list goes on. What is most important in...

Removing Barriers to Employee Motivation and Engagement

Feb 27, 2020 | Call Center, Contact Center, Customer Service, LinkedIn Learning

Incentives, rewards, and other motivational tactics rarely work for long or have limited impact, but you can implement strategies that knock down barriers to great work and significantly improve your customer service. Learn more about demotivators and how to identify...

Employee Engagement: A Key Metric in All Service Environments

Jan 9, 2020 | Call Center, Contact Center, Customer Service, Leadership, LinkedIn Learning, Organization and Culture, Research/Statistics

Employee engagement should be a key metric in all service environments. Research shows that employee engagement influences – even drives – customer satisfaction and loyalty. Retention, productivity, and quality are all strongly and positively correlated...

Hands-on Leadership

Dec 11, 2019 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

One of the keys to high levels of employee engagement in contact centers – and the strong performance that follows – is hands-on involvement from the top. For example: Among other endeavors, Dan Gilbert is the founder and chairman of Quicken Loans, the...