Brad Cleveland - Brad Cleveland

Boosting the Strategic Value of Your Customer Service Operation

Sep 16, 2014 | Call Center, Contact Center, Customer Service, Leadership, Videos

The Edge of Service® Newsletter, Issue 10: Beware Others' Benchmarks

Sep 9, 2014 | Call Center, Contact Center, Customer Service, Leadership, The Edge of Service

The Edge of Service® Newsletter, Issue 10: Beware Others’ Benchmarks Let me begin with a quick preface. The title is “beware others’ benchmarks,” not ignore them, or be uniformed of them. Benchmarks are necessary. But to the...

Rules of the Road for Recruiting and Hiring

Aug 28, 2014 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Quality Management, Videos

Retaining the ‘Right’ Customers

Jul 9, 2014 | Call Center, Contact Center, Customer Service, Videos

The Edge of Service®, Issue 9: How "Waiting in Line" Is Changing

Jul 2, 2014 | Call Center, Contact Center, Customer Service, The Edge of Service, Uncategorized, Workforce Management

The Edge of Service® Newsletter, Issue 9: How “Waiting in Line” Is Changing If you care about delivering effective service—whether you head a multinational, direct a division, or are simply intent on meeting commitments as an individual—there are three...