Brad Cleveland - Brad Cleveland

The Best-Managed Contact Centers: #4 – They Build Plans and Services around Evolving Customer Expectations

Jan 20, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership

One of the most critical — and difficult — aspects of managing a contact center in coming months and years will be to provide services that satisfy changing consumer demands. Those who fall behind will pay a brutal price: dissatisfied customers, insufficient support...

Are Your Mobile Apps Ready for Prime Time?

Jan 19, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Mobile, Research/Statistics

Get your apps in good shape and, by all means, don’t dither—get them out there. But you’ve got to ensure they are ready for prime time. In results that were probably no surprise, a Compuware study found that customers have little tolerance for glitchy or...

5 Secrets of Accurate Scheduling in Today’s Contact Center

Jan 14, 2016 | Call Center, Contact Center, Customer Service, Multi-channel Support, Videos, Workforce Management

The Best-Managed Contact Centers: #3 – They Know that Their People Are the Key to Success

Jan 12, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Cultures vary dramatically from one organization to the next. You’d likely notice some hairstyles that you don’t see every day at Virgin Mobile’s Customer Care center. Nintendo has a break room (yes, with video games) that puts most others to shame....

Celebrating 30 Years of Contact Centers

Jan 7, 2016 | Call Center, Contact Center, Customer Service, Leadership, Videos

It’s a new year and a great time to reflect on how contact centers have changed over time. Here’s a short (four-minute) video I developed with the ICMI team to show how service has evolved over the past three decades.