leadership - Brad Cleveland

Making Good Decisions

Jul 17, 2014 | Customer Service, Leadership, Organization and Culture, Research/Statistics

One thing we all have in common as leaders and managers is the challenge of making good decisions. And (probably no surprise), there’s a strong correlation between decision effectiveness and business performance, as illustrated by research referenced in this...

Want to Deliver Consistent Service? Build a Customer Access Strategy

Jun 25, 2014 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Videos

Mobile Customer Support – It Takes a Cross-Functional, Unified Strategy

May 13, 2014 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Mobile, Multi-channel Support, Videos

Secrets to Creating an Engaging Culture

May 9, 2014 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Johann Wolfgang Von Goethe once said, “Instruction does much, but encouragement does everything.” Many studies bolster this view, showing a strong link between engaged employees and higher levels of productivity and profitability. (In one example, Gallup...

Is Social Media a Risk?

May 6, 2014 | Call Center, Contact Center, Customer Service, Leadership, Multi-channel Support, Social Media, Videos