Contact Center - Brad Cleveland

Retaining the ‘Right’ Customers

Jul 9, 2014 | Call Center, Contact Center, Customer Service, Videos

The Edge of Service®, Issue 9: How "Waiting in Line" Is Changing

Jul 2, 2014 | Call Center, Contact Center, Customer Service, The Edge of Service, Uncategorized, Workforce Management

The Edge of Service® Newsletter, Issue 9: How “Waiting in Line” Is Changing If you care about delivering effective service—whether you head a multinational, direct a division, or are simply intent on meeting commitments as an individual—there are three...

Want to Deliver Consistent Service? Build a Customer Access Strategy

Jun 25, 2014 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Videos

For the First Time Ever, the Customer Is in Control

Jun 19, 2014 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, Mobile, Videos

Empowering Agents with the Right Information and Training

Jun 12, 2014 | Call Center, Contact Center, Customer Service, Organization and Culture, Quality Management, Videos