customer relationships - Brad Cleveland

3 Ways the Contact Center Contributes to Customer Experience

May 18, 2017 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Videos

Staffing for Weekends

Apr 11, 2017 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Workforce Management

Here’s an idea: If you’re a consumer-facing service operation and want to stand out from the crowd, be there for your customers on weekends. That’s when many are checking accounts, kicking around options for the renovation, paying utility bills, and booking that trip...

Be There for Your Customers Podcast

Apr 5, 2017 | Call Center, Contact Center, Customer Relationships, Customer Service, Leadership

Kathryn Kemp Guylay recently interviewed me on her Mountain Mantras Podcast. The topic is customer focus and how to be there for your customers. You can listen here or on iTunes.

Three Major Customer Service Trends

Mar 14, 2017 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Mobile, Multi-channel Support, The Edge of Service

We are well into 2017. How’s it going? Take a minute to reflect on how customer service continues to evolve at your organization. If you missed the December issue of my Edge of Service™ Newsletter, you might enjoy reading about three predictions that I...

Encouraging Customers to Use Self-Service

Feb 1, 2017 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Multi-channel Support, Self-service, Videos