Customer Service - Brad Cleveland

Know What's Important to Customers

Sep 18, 2014 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys

A recent study by Execs in the Know and Digital Roots asked customers, Which characteristic of an interaction with a brand’s customer service department is most important to you? The answers: Effective Issue Resolution–40.3% Immediacy/Fast...

The Edge of Service® Newsletter, Issue 10: Beware Others' Benchmarks

Sep 9, 2014 | Call Center, Contact Center, Customer Service, Leadership, The Edge of Service

The Edge of Service® Newsletter, Issue 10: Beware Others’ Benchmarks Let me begin with a quick preface. The title is “beware others’ benchmarks,” not ignore them, or be uniformed of them. Benchmarks are necessary. But to the...

Rules of the Road for Recruiting and Hiring

Aug 28, 2014 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Quality Management, Videos

When to Begin Forecasting and Planning Chat

Aug 20, 2014 | Call Center, Contact Center, Customer Service, Videos, Workforce Management

What Are Your Customers' Priorities?

Jul 31, 2014 | Call Center, Contact Center, Customer Service, Customer Surveys

In a recent survey conducted by IntelliResponse, customers chose efficiency over personalization. Of the 1,000 US online consumers who were surveyed, 59% said they want a transactional relationship in which they receive efficient service (versus 24% who want a...