leadership - Brad Cleveland

Motivation and Engagement: Your Leadership Matters

Jun 24, 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?...

Employee and Customer Engagement—The Numbers Are Stunning

Jun 16, 2015 | Call Center, Contact Center, Customer Service, Leadership, Research/Statistics

Forward-looking managers are always looking for ways to increase the engagement of front-line employees. They understand that the secret sauce to the best possible service is a team that is deeply connected to the company’s mission. Can you quantify the impact of...

The Most Important Development in Customer Service

Jun 9, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Videos

The Edge of Service® Newsletter, Issue 12: The Keys to Social Customer Service

Jun 1, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Leadership, Multi-channel Support, Social Media, The Edge of Service

The Edge of Service® Newsletter, Issue 12: The Keys to Social Customer Service Being part of “the conversation”—listening to customers and interacting with them where they are—was until recently a powerful differentiator. But it’s now becoming a...