strategy - Brad Cleveland

Cutting Costs with Minimum Impact on Customers

Mar 16, 2016 | Call Center, Contact Center, Customer Service, Leadership, Videos

The Edge of Service® Newsletter, Issue 16: Four Levers in Innovation in Customer Experience

Feb 26, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture, The Edge of Service

The Edge of Service® Newsletter, Issue 16: Four Levers in Innovation in Customer Experience I’m writing this from an eastbound Delta flight, 37,000 feet over northwest Colorado. The onboard wireless service, provided by Gogo, is enabling me to track flight...

The Best-Managed Contact Centers: #1 – They Produce High Levels of Value

Dec 17, 2015 | Call Center, Contact Center, Customer Service, Leadership

In some organizations, you can feel the energy as soon as you walk in the door. It takes many forms: pride of workmanship, a feeling of community, good planning, coordination and the willingness to make the “extra effort.” Everybody knows what the mission...

The Secret to a Great Customer Service Operation

Sep 1, 2015 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

Update Your Customer Access Strategy for Social Media

Jun 18, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Social Media

To put effective social customer service in place, you need an updated customer access strategy. Put a team together and think through the following questions: Customers: Who are they, where are they talking about your services, company, market and competitors?...