leadership - Brad Cleveland

The Best Way to Improve Service

Sep 25, 2015 | Call Center, Contact Center, Customer Service, Leadership

Recently I was asked, what’s the #1 way for any company to improve their customer service? Here’s my take: Think beyond service. Interaction by interaction, your customer-facing services provide immediate visibility on the effectiveness of the organization’s products,...

Understanding Contact Drivers

Sep 22, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Workforce Management

(Note: The following is part of a new eBook from ICMI on contact center metrics, which will be released in October. Check back for announcements on availability.) Executives of a business-to-business company that provides HR and payroll services met to discuss service...

10 Things Executives Should Know About Contact Centers

Sep 9, 2015 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

A prerequisite to getting good support from senior management is that they have at least a basic understanding of what contact centers do. To fulfill their potential, customer contact centers need commitment and involvement from the top. And a prerequisite to getting...

The Secret to a Great Customer Service Operation

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

The 12 Principles of Customer Relationships

Aug 27, 2015 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

The principles behind building strong customer relationships are as important as ever in today’s hyper-connected economy. Evolving customer expectations, social communities, new channels and other developments have not changed the fundamentals. These 12...