Brad Cleveland - Brad Cleveland

Great Customer Service on a Shoestring Budget

Great Customer Service on a Shoestring Budget

Nov 22, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership

The Tugboat Institute recognizes Evergreen companies whose purpose-driven leaders build companies focused on long-term growth. The Institute’s Evergreen Journal recently published an article I wrote on delivering great customer service. It includes four...

Does Your Executive Team Understand Staffing Tradeoffs?

Does Your Executive Team Understand Staffing Tradeoffs?

Nov 18, 2016 | Call Center, Contact Center, Customer Service, Leadership, Workforce Management

Are you working through difficult discussions related to resources and budget? Just remember, contact centers must handle most customer-related work as it happens, so resource mismatches quickly results in big problems. It’s essential that those making decisions have...

eCornell Videos: Empowering Agents with the Right Information and Training

eCornell Videos: Empowering Agents with the Right Information and Training

Nov 15, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the third of five videos. You can view the first video at Delivering Consistent Service and the second at Retaining the Right Customers.

eCornell Videos: Delivering Consistent Service

eCornell Videos: Delivering Consistent Service

Nov 4, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Multi-channel Support, Videos

Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the first of five videos.

Customer Strategy and Management Podcasts

Customer Strategy and Management Podcasts

Nov 2, 2016 | Call Center, Contact Center, Customer Service, Leadership

If you haven’t listened before, you might want to check out my podcast series “Customer Strategy and Management.” It includes short, to-the-point podcasts on topics such as building profitable customer relationships, customer access strategies,...