bradcleveladev - Brad Cleveland

Employee Engagement Statistics

Mar 20, 2019 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Research/Statistics

Do you need to make the case for your efforts to improve employee engagement? These numbers may help: 51% of US workers are not engaged, while 17.5% are actively disengaged. (Source: Gallup) Compared with disengaged employees, highly engaged employees are 4.7x more...

The Strategic Value of Customer Service

Mar 13, 2019 | Call Center, Contact Center, Customer Service, Leadership

There are three levels on which effective customer service creates value: efficiency, customer satisfaction and loyalty, and strategic value. Only a small percent of organizations harness the true strategic potential of the insight that comes from customer service. In...

The Edge of Service® Newsletter, Issue 28: Motivation: Removing the Barriers

Mar 6, 2019 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Dave Koz, the recognized jazz saxophonist and composer, has received nine GRAMMY nominations and has had nine No. 1 albums on Billboard’s Current Contemporary Jazz Albums chart. He’s played for several presidents, hosts two popular radio shows, and is a...

The Best Managed Contact Centers: #8 — They Leverage Technology to Support and Further Their Mission

Feb 28, 2019 | Call Center, Contact Center, Customer Service, Leadership

New technologies are not passive — they are changing customer expectations, causing reallocations of resources, creating power shifts in organizations, and changing the responsibilities of agents and managers. The best contact centers identify the technologies that...

5 Secrets of Accurate Scheduling in Today’s Contact Center

Feb 21, 2019 | Call Center, Contact Center, Customer Service, Multi-channel Support, Videos, Workforce Management