Contact Center - Brad Cleveland

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...

Social Customer Care: Listen, Learn, and Dialogue

Feb 9, 2016 | Call Center, Contact Center, Customer Experience, Customer Service, Social Media

Let me give you three steps that are absolutely fundamental in delivering services through social channels. Listen Begin by listening. You don’t just walk into a room and start talking, and that’s just as true in the social world. I recall an executive who works with...