Customer Service - Brad Cleveland

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...

How Long Will Your Customers Wait for Service?

Feb 4, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Videos, Workforce Management

The Best-Managed Contact Centers: #5 – They Have an Established, Collaborative Planning Process

Feb 2, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Workforce Management

Effective planning is a central theme in the best contact centers. A major objective of good planning is to get the right number of skilled people and supporting resources in place at the right times, doing the right things. But systematic planning accomplishes more...

Traits of the Best Leaders

Jan 28, 2016 | Call Center, Contact Center, Customer Service, Leadership

Often I am asked what I look for in leadership. The question is usually something like, “You go into a lot of different organizations and see many different styles; what are your thoughts on what makes an effective leader?” It is a great question and a few things come...