Customer Service - Brad Cleveland

The Best Managed Contact Centers: #12 – They See the Possibilities

May 10, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Multi-channel Support

The contact center profession has come a long way in recent years. Customer expectations are high, and for good reason. For the most part, contact centers have learned how to deliver. Collectively, they have invested billions in equipment, networks and software. They...

Focus on the Next Three Hours

May 5, 2016 | Call Center, Contact Center, Customer Service, Leadership

Recently, I was invited to participate in Jim Rembach’s FastLeader Show Podcast. It was a great experience and gave me the opportunity to reflect on what has mattered most over the years. One bit of advice that has made an impact on my career is to focus on the...

Interpreting Benchmarks

May 3, 2016 | Call Center, Contact Center, Customer Service, Leadership, Research/Statistics, Videos

The Best Managed Contact Centers: #11 – They Are Willing to Experiment

Apr 27, 2016 | Call Center, Contact Center, Customer Service, Leadership

The most successful contact center teams continually review and reassess how they do things and the results they are achieving. What can be improved? What should be scrapped? What assumptions no longer make sense? What can be done differently? They would agree with...

The Essential Role of Today’s Front Line Managers

Apr 26, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Rewind the clock about ten years, and you’d find top level managers in many organizations, along with most industry pundits, predicting that front line managers (a.k.a. supervisors) would become less important in contact centers, and that their numbers would begin to...