Leadership - Brad Cleveland

Is Social Media a Risk?

May 6, 2014 | Call Center, Contact Center, Customer Service, Leadership, Multi-channel Support, Social Media, Videos

The Edge of Service®, Issue 8: The Trait All Successful Service Leaders Share

May 1, 2014 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, The Edge of Service

The Edge of Service® Newsletter, Issue 8: The Trait All Successful Service Leaders Share Janet Bailey was still in high school when she got her first job—working in a call center. It later evolved into a part-time arrangement that allowed her to work while she...

Should We Have a Chief Customer Officer?

Apr 15, 2014 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

Today’s Contact Center – The Internal Engine that Engages Social Communities

Apr 8, 2014 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Leadership, Social Media, Videos

Three Ways the Contact Center Contributes to Customer Experience

Mar 3, 2014 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Videos

Drowning in Data? Set Your Sights on These Key Measures

Feb 4, 2014 | Call Center, Contact Center, Customer Service, Leadership, Videos