leadership - Brad Cleveland

How Effective Is Your Service Strategy?

Apr 25, 2019 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, The Edge of Service

On a recent trip to the Bahamas, I was reminded of the importance of an effective service strategy. As a customer service professional, it’s easy to get caught up in the daily details and lose sight of what ties it all together. There are many ways to approach...

Culture as a Leadership Responsibility

Apr 18, 2019 | Call Center, Contact Center, Customer Service, Organization and Culture, Videos

Employee Engagement Statistics

Mar 20, 2019 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Research/Statistics

Do you need to make the case for your efforts to improve employee engagement? These numbers may help: 51% of US workers are not engaged, while 17.5% are actively disengaged. (Source: Gallup) Compared with disengaged employees, highly engaged employees are 4.7x more...

The Strategic Value of Customer Service

Mar 13, 2019 | Call Center, Contact Center, Customer Service, Leadership

There are three levels on which effective customer service creates value: efficiency, customer satisfaction and loyalty, and strategic value. Only a small percent of organizations harness the true strategic potential of the insight that comes from customer service. In...

The Edge of Service® Newsletter, Issue 28: Motivation: Removing the Barriers

Mar 6, 2019 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Dave Koz, the recognized jazz saxophonist and composer, has received nine GRAMMY nominations and has had nine No. 1 albums on Billboard’s Current Contemporary Jazz Albums chart. He’s played for several presidents, hosts two popular radio shows, and is a...