Leadership - Brad Cleveland

The Changing Role of Supervisors

Apr 16, 2015 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Studies from ICMI and others suggest there are more supervisors today – proportionally and in real numbers – than ever. With today’s developments – emerging channels, proliferation of social media, the competitive importance of customer relationships, and the wide...

A Way of Doing Business

Mar 26, 2015 | Call Center, Contact Center, Customer Service, Leadership

One of the most important leadership priorities is to ensure that your customer contact center delivers maximum strategic value to your organization. That, in turn, is what will get you the support you need from colleagues across the organization. It’s what will...

Interview on Building a Customer Service Ecosystem

Mar 11, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Videos

New Speaking Demo, New Era of Customer Relationships

Mar 4, 2015 | Call Center, Contact Center, Customer Service, Leadership, Videos

Leading a Distributed Team

Feb 20, 2015 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

“You have to serve…like nobody else does.”

Feb 17, 2015 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

Here’s a quotation worth discussing with your team. “Manufacturers are struggling all over the place to call themselves a manufacturer, when in reality there’s a firm in Korea, China, India copying their product with incredible detail. Today, what you have...