Customer Relationships - Brad Cleveland

Perspective on First-Contact Resolution

Jul 28, 2016 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

First-contact resolution (FCR) is a popular performance measure in customer contact centers. And that’s a good thing: Unresolved contacts are a common source of customer dissatisfaction, and the organization tends to incur many additional expenses (repeat...

3 Ways the Contact Center Contributes to Customer Experience

Jun 28, 2016 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Videos

Communicating Access Alternatives to Customers

Jun 15, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Videos

Four Keys to Retaining Millennial Customers

Jun 2, 2016 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Multi-channel Support, Research/Statistics, Self-service, Social Media

It was great to be included in an article Telus International put together on retaining millennial customers. The article focuses on the financial services industry, but the principles apply to many other industries. Lindsey Groepper of BlastMedia and John Rampton of...

The Edge of Service® Newsletter, Issue 17: The Stunning Stats Behind Employee Engagement

May 31, 2016 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture, Research/Statistics, The Edge of Service

The Edge of Service® Newsletter, Issue 17: The Stunning Stats Behind Employee Engagement I believe there are three categories of statistics any leader needs to know about employee engagement: First, employee engagement is strongly tied to customer experience. If...

Staffing for Weekends

Apr 5, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Workforce Management

Here’s an idea: If you’re a consumer-facing service operation and want to stand out from the crowd, be there for your customers on weekends. That’s when many are checking accounts, kicking around options for the renovation, paying utility bills, and booking that trip...