bradcleveladev - Brad Cleveland

The Edge of Service®, Issue 8: The Trait All Successful Service Leaders Share

May 1, 2014 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, The Edge of Service

The Edge of Service® Newsletter, Issue 8: The Trait All Successful Service Leaders Share Janet Bailey was still in high school when she got her first job—working in a call center. It later evolved into a part-time arrangement that allowed her to work while she...

Measuring Social Interactions

Apr 29, 2014 | Call Center, Contact Center, Customer Service, Multi-channel Support, Social Media, Videos

Four Best Practices in Mobile Customer Service

Apr 23, 2014 | Call Center, Contact Center, Customer Experience, Customer Service, Mobile, Multi-channel Support

Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services—but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. The following...

What Should Our Service Level Be?

Apr 21, 2014 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Videos

Best Practices in Mobile Customer Access Strategies

Apr 17, 2014 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Mobile

So, how do you get started? Let’s begin with a short note on definition. Mobile is often referred to as a “channel” in contact center circles… but it’s, of course, much more. Consider the sheer breadth of the mobile services many of us use daily: travel,...