customer access - Brad Cleveland

Service Level: Realistic Targets, Taken Seriously

Dec 8, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Workforce Management

If your operation is chronically missing your service level target, it may be an indication of a fundamental misconception about the importance of service level. You’ll need to focus on a service level objective that your center can realistically achieve. Once...

eCornell Videos: For the First Time Ever, the Customer Is in Control

Dec 2, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Videos

Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the fifth of five videos. You can view the first video at Delivering Consistent Service, the second at Retaining the Right Customers, the third at Empowering Agents with the Right...

Great Customer Service on a Shoestring Budget

Nov 22, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership

The Tugboat Institute recognizes Evergreen companies whose purpose-driven leaders build companies focused on long-term growth. The Institute’s Evergreen Journal recently published an article I wrote on delivering great customer service. It includes four...

eCornell Videos: Delivering Consistent Service

Nov 4, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Multi-channel Support, Videos

Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the first of five videos.

Building Brand Engagement with Multichannel Services

Oct 25, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Multi-channel Support, Self-service, Videos