Call Center - Brad Cleveland

Handling Tough Customer Contacts

May 1, 2019 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service

If you work in customer service, you will inevitably interact with angry customers. It comes with the territory. Their anger could be caused by a process or a product that’s gone awry. They may have already had a bad experience as they attempted to get...

How Effective Is Your Service Strategy?

Apr 25, 2019 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, The Edge of Service

On a recent trip to the Bahamas, I was reminded of the importance of an effective service strategy. As a customer service professional, it’s easy to get caught up in the daily details and lose sight of what ties it all together. There are many ways to approach...

Culture as a Leadership Responsibility

Apr 18, 2019 | Call Center, Contact Center, Customer Service, Organization and Culture, Videos

Insight on Bots, Human Agents and the Future of Customer Service

Apr 16, 2019 | Call Center, Contact Center, Customer Experience, Customer Service, Self-service

Recently, I was interviewed by Convo, a publication of NewVoiceMedia. The focus of the interview was on the impact of bots and AI, the continued need for human interaction, and the changes taking place in customer service. Take a few minutes to read the interview and...

Offer More Consistent Customer Service with Accurate Workload Forecasts

Apr 5, 2019 | Call Center, Contact Center, Customer Service, Workforce Management

Everything to do with getting resources right in a contact center begins with predicting what the workload will be. Workload is what leads to how many agents are hired, what your schedule should look like, the number of work stations you need, even how many snacks are...

Managing Customer Feedback – as It Happens

Mar 28, 2019 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership

An important aspect of building customer relationships is managing customer feedback. This includes both short- and long-term objectives: it involves responding to feedback as it happens and collecting and analyzing feedback from many customers to look for recurring...