Leadership - Brad Cleveland

Too Many Contact Centers Missing the Boat

Jul 23, 2015 | Call Center, Contact Center, Customer Service, Leadership, Research/Statistics

According to Dimension Data’s 2015 Global Contact Center Benchmarking Report, 52% of contact centers do not share customer intelligence across the broader organization. This is an inexcusable miss—this intel can be a rich R&D opportunity, helping the organization...

Three Major Developments in Service Delivery

Jul 21, 2015 | Call Center, Contact Center, Customer Service, Leadership, Videos

Does Service Impact Stock Price?

Jul 16, 2015 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, Research/Statistics

Yep. Over a seven year period, the S&P 500 Index gained 51.5%. According to Watermark Consulting, customer experience leaders enjoyed a stock increase 77.7%. And laggards? They saw a drop of 2.5%. Follow Watermark Consulting for updates. Or in any country or...

Communicating Access Alternatives to Customers

Jul 7, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Multi-channel Support, Videos

Motivation and Engagement: Your Leadership Matters

Jun 24, 2015 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

Update Your Customer Access Strategy for Social Media

Jun 18, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Social Media

To put effective social customer service in place, you need an updated customer access strategy. Put a team together and think through the following questions: Customers: Who are they, where are they talking about your services, company, market and competitors?...