bradcleveladev - Brad Cleveland

The Edge of Service® Newsletter, Issue 10: Beware Others' Benchmarks

Sep 9, 2014 | Call Center, Contact Center, Customer Service, Leadership, The Edge of Service

The Edge of Service® Newsletter, Issue 10: Beware Others’ Benchmarks Let me begin with a quick preface. The title is “beware others’ benchmarks,” not ignore them, or be uniformed of them. Benchmarks are necessary. But to the...

Rules of the Road for Recruiting and Hiring

Aug 28, 2014 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Quality Management, Videos

When to Begin Forecasting and Planning Chat

Aug 20, 2014 | Call Center, Contact Center, Customer Service, Videos, Workforce Management

Social Media Presence vs. Social Media Customer Care

Aug 15, 2014 | Call Center, Contact Center, Customer Service, Multi-channel Support, Research/Statistics, Social Media

According to ICMI’s recent research report The Normalization of Social Customer Care, 73% of organizations report having a social media presence, but only 39% formally support it as a customer care channel. That leaves 34% of organizations with a presence, but without...

The Demand for Our Time Leads to Disengagement

Aug 7, 2014 | Call Center, Contact Center, Leadership, Organization and Culture, Research/Statistics

A widely-circulated article with the provocative title, “Why You Hate Work,” summarized the results of a recent study from The Energy Project. In it, authors Tony Schwartz and Christine Porath provide this snapshot: “Just 30 percent of employees in America feel...