Customer Service - Brad Cleveland

eCornell Videos: Empowering Agents with the Right Information and Training

Nov 15, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the third of five videos. You can view the first video at Delivering Consistent Service and the second at Retaining the Right Customers.

Summary of Customer Service Research

Nov 11, 2016 | Call Center, Contact Center, Customer Service, Leadership, Research/Statistics

Sharpen has pulled together research and articles from various sources to summarize opportunities for improvement in customer service. Their conclusions include: The demand for omni-channel is pervasive Initial IVR systems need to be clearer and more efficient...

eCornell Videos: Retaining the “Right” Customers

Nov 9, 2016 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Videos

Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the second of five videos. You can view the first video at Delivering Consistent Service.

eCornell Videos: Delivering Consistent Service

Nov 4, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Multi-channel Support, Videos

Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the first of five videos.

Customer Strategy and Management Podcasts

Nov 2, 2016 | Call Center, Contact Center, Customer Service, Leadership

If you haven’t listened before, you might want to check out my podcast series “Customer Strategy and Management.” It includes short, to-the-point podcasts on topics such as building profitable customer relationships, customer access strategies,...

The Measures Every Contact Center Should Have

Oct 27, 2016 | Call Center, Contact Center, Customer Service, Leadership, Workforce Management

Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully. But there’s a significant inherent challenge, which has only become more difficult with the introduction of new channels...