Brad Cleveland - Brad Cleveland

The Edge of Service® Newsletter, Issue 16: Four Levers in Innovation in Customer Experience

Feb 26, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture, The Edge of Service

The Edge of Service® Newsletter, Issue 16: Four Levers in Innovation in Customer Experience I’m writing this from an eastbound Delta flight, 37,000 feet over northwest Colorado. The onboard wireless service, provided by Gogo, is enabling me to track flight...

The Best Managed Contact Centers: #7 – They View the Contact Center as a Total Process  

Feb 23, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Contact centers that consistently get the best results view the operation as a total process. This viewpoint takes many forms: Ensure that everyone in the contact center, and those with key supporting roles outside the center, have a basic understanding of how...

Interview with Business Innovators

Feb 18, 2016 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership

Recently, I did a radio interview with Conston Taylor of Business Innovators. You’ll hear thoughts on customer expectations and the importance of making customer service a priority.

Developing a Mobile Customer Access Strategy

Feb 16, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Mobile, Videos

The Best-Managed Contact Centers: #6 – They Leverage the Key Statistics

Feb 12, 2016 | Call Center, Contact Center, Customer Service, Leadership, Research/Statistics

Contact center measurements are plentiful and it’s easy to get buried in information. The contact centers that get the best results from using their reports and information have several things in common: They focus on a relatively small number of measures and...