Leadership - Brad Cleveland

Strategy Drives Structure

Sep 7, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Organization and Culture

Many contact centers have been through consolidations or restructurings that are really just cleanup efforts for lack of having or using an effective customer access strategy. For example, I recall helping an insurance company with agent group...

The Most Important Development in Customer Service

Aug 30, 2016 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Videos

Transform Knowledge into Intelligence and Support

Aug 17, 2016 | Call Center, Contact Center, Customer Service, Leadership, Quality Management

As a primary customer touchpoint, the contact center has enormous potential to provide other business units with valuable intelligence and support. This can include input on customers, products, services and processes — information that, when captured, identified,...

Building a Good Culture

Aug 11, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

Don’t Forget the Oboes

Aug 9, 2016 | Call Center, Contact Center, Customer Service, Leadership

A popular trend in process improvement is the effort to correlate specific contact center activities to overall customer satisfaction. For example, some consulting organizations have been convincing clients to lower service level objectives because their scatter...

Focus on What Really Matters

Aug 3, 2016 | Call Center, Contact Center, Customer Service, Leadership

In recent years, there has been a lot of attention on contact center “optimization.” To many, optimization is synonymous with driving costs out of the business — moving contacts to lower-cost channels (self- service, etc.), reducing human contact with the...