Call Center - Brad Cleveland

What Are Your Customers' Priorities?

Jul 31, 2014 | Call Center, Contact Center, Customer Service, Customer Surveys

In a recent survey conducted by IntelliResponse, customers chose efficiency over personalization. Of the 1,000 US online consumers who were surveyed, 59% said they want a transactional relationship in which they receive efficient service (versus 24% who want a...

Three Questions that Help Define Contact Center Workload

Jul 23, 2014 | Call Center, Contact Center, Customer Service, Workforce Management

One of the tenants of running an effective contact center is that you forecast and manage the totality of the center’s workload. Even in organizations that do a good job of handling primary contact channels, we too often find subsets of work that are unexpected,...

Retaining the ‘Right’ Customers

Jul 9, 2014 | Call Center, Contact Center, Customer Service, Videos

The Edge of Service®, Issue 9: How "Waiting in Line" Is Changing

Jul 2, 2014 | Call Center, Contact Center, Customer Service, The Edge of Service, Uncategorized, Workforce Management

The Edge of Service® Newsletter, Issue 9: How “Waiting in Line” Is Changing If you care about delivering effective service—whether you head a multinational, direct a division, or are simply intent on meeting commitments as an individual—there are three...

Want to Deliver Consistent Service? Build a Customer Access Strategy

Jun 25, 2014 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Videos

For the First Time Ever, the Customer Is in Control

Jun 19, 2014 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, Mobile, Videos