Contact Center - Brad Cleveland

A Way of Doing Business

A Way of Doing Business

Mar 26, 2015 | Call Center, Contact Center, Customer Service, Leadership

One of the most important leadership priorities is to ensure that your customer contact center delivers maximum strategic value to your organization. That, in turn, is what will get you the support you need from colleagues across the organization. It’s what will...

So Many Ways to Interact with Customers

So Many Ways to Interact with Customers

Mar 20, 2015 | Customer Service, Mobile, Multi-channel Support

If you were to walk into an Amazon.com customer contact center, you’d see desks turned sideways so that Fire tablet support agents have a neutral background for video calls (one-way, agent-to-customer). Visit the GM customer assistance group focused on social...

Interview on Building a Customer Service Ecosystem

Interview on Building a Customer Service Ecosystem

Mar 11, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Videos

New Speaking Demo, New Era of Customer Relationships

New Speaking Demo, New Era of Customer Relationships

Mar 4, 2015 | Call Center, Contact Center, Customer Service, Leadership, Videos

How’s Your Mobile Customer Support?

How’s Your Mobile Customer Support?

Feb 24, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Mobile, Multi-channel Support

Here’s a number that should encourage all of us to take another look at our mobile customer service strategy. 1.4 Billion smartphone shipments expected in 2015, representing a 12.2% year-on-year growth rate. Source: IDC