Brad Cleveland - Brad Cleveland

Four Keys to Retaining Millennial Customers

Jun 2, 2016 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Multi-channel Support, Research/Statistics, Self-service, Social Media

It was great to be included in an article Telus International put together on retaining millennial customers. The article focuses on the financial services industry, but the principles apply to many other industries. Lindsey Groepper of BlastMedia and John Rampton of...

The Edge of Service® Newsletter, Issue 17: The Stunning Stats Behind Employee Engagement

May 31, 2016 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture, Research/Statistics, The Edge of Service

The Edge of Service® Newsletter, Issue 17: The Stunning Stats Behind Employee Engagement I believe there are three categories of statistics any leader needs to know about employee engagement: First, employee engagement is strongly tied to customer experience. If...

Putting Abandonment in Perspective

May 27, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Workforce Management

In many contact centers, abandonment rate is viewed as a key measure of how adequately the center is staffed. I often get questions like, what is an acceptable rate of abandonment? What is abandonment in such and such an industry? Are there any studies on how long...

Connecting Hiring, Training and Coaching

May 24, 2016 | Call Center, Contact Center, Customer Service, Organization and Culture, Quality Management, Videos

Documenting Your Customer Access Strategy

May 20, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Leadership, Multi-channel Support

Customer access strategies are like business plans in that some are well documented and others exist only in pieces and in the heads of various managers. Too often, the latter is the case. But there are standout examples of plans that are effective and up to date. A...