leadership - Brad Cleveland

Strategy Drives Structure

Sep 7, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Organization and Culture

Many contact centers have been through consolidations or restructurings that are really just cleanup efforts for lack of having or using an effective customer access strategy. For example, I recall helping an insurance company with agent group...

The Most Important Development in Customer Service

Aug 30, 2016 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Videos

Building a Good Culture

Aug 11, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

Educate and Engage: Strong Relationships Matter

Jul 19, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Gina Szabo once relayed this story to me and gave permission for it to be published in Call Center Management on Fast Forward. Although certainly not a recommendation, it is a good reminder that communication is a key first step to contact center success. As a new...

Motivation and Engagement: Your Leadership Matters

Jul 6, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos