Customer Service - Brad Cleveland

The Problem with Daily Averages (and the Solution)

Jun 13, 2019 | Call Center, Contact Center, Customer Service, Videos, Workforce Management

How Customer Service Drives Innovation

Jun 11, 2019 | Call Center, Contact Center, Customer Service, Leadership, The Edge of Service

Recently I had the opportunity to visit the Australia Zoo, which is owned by the family of the late Steve Irwin. Irwin’s documentaries on wildlife and conservation helped make the zoo a popular tourist destination. As they describe it, “the Australia Zoo...

Tech Leadership – For Non Techies

May 24, 2019 | Call Center, Contact Center, Customer Service, Leadership, The Edge of Service

There are many technologies that can support and enable customer service. Many. A ton. And there are myriad decisions to be made around suppliers and solutions. Sometimes, the less you know, the better you are at asking the right “dumb” questions. The ones...

Motivation and Engagement: Your Leadership Matters

May 21, 2019 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Quality Management, Videos

Thoughts on Customer Experience, Agent Skills and Artificial Intelligence

May 8, 2019 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, Self-service

The ICMI Contact Center Expo in Fort Lauderdale, Florida is coming up quickly from May 13 to 16. If you are planning to attend, or if you are interested in current contact center trends, you might be interested in a brief interview I did with Don Fluckinger of...

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...