Contact Center - Brad Cleveland

A Way of Doing Business

Mar 26, 2015 | Call Center, Contact Center, Customer Service, Leadership

One of the most important leadership priorities is to ensure that your customer contact center delivers maximum strategic value to your organization. That, in turn, is what will get you the support you need from colleagues across the organization. It’s what will...

Interview on Building a Customer Service Ecosystem

Mar 11, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Videos

New Speaking Demo, New Era of Customer Relationships

Mar 4, 2015 | Call Center, Contact Center, Customer Service, Leadership, Videos

How’s Your Mobile Customer Support?

Feb 24, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Mobile, Multi-channel Support

Here’s a number that should encourage all of us to take another look at our mobile customer service strategy. 1.4 Billion smartphone shipments expected in 2015, representing a 12.2% year-on-year growth rate. Source: IDC

Leading a Distributed Team

Feb 20, 2015 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

“You have to serve…like nobody else does.”

Feb 17, 2015 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

Here’s a quotation worth discussing with your team. “Manufacturers are struggling all over the place to call themselves a manufacturer, when in reality there’s a firm in Korea, China, India copying their product with incredible detail. Today, what you have...