Insights
Expert insights on customer experience, employee engagement, and service leadership. Stay ahead with Brad Cleveland’s blog—featuring CX trends, actionable strategies, and real-world solutions to help you improve customer satisfaction, streamline operations, and drive business success.
Explaining the Power of One to Your Team
The Edge of Service: Issue 73 So, you’re at a stoplight at a busy intersection. The light turns green and the car in front of you doesn't move. How many seconds would you wait until you would give them a gentle honk? Waiting, though part of our everyday lives, is not...
Consumer Bots Are Calling Your Company—Now What?
The Edge of Service: Issue 72 Picture the call. An AI agent has waited on hold for 20 minutes on a customer's behalf. Your employee finally picks up. The agent has the customer's name, address, account number, and the answers to every security question. It wants to...
Trends Redefining Customer Service
The Edge of Service: Issue 71 This is the most interesting time I’ve seen in the development of customer experience. For customer experience leaders, it may also be the busiest. Customer service is just one aspect of customer experience, but that’s where many of the...
10 Things Every Customer Service Strategy Must Have
The Edge of Service: Issue 70 Most organizations have a customer service strategy, at least in pieces. But too often, it is undocumented, outdated, or scattered across departments. That is risky, especially as AI, customer expectations, competitors, and service...
Quality Standards in Customer Service
The Edge of Service: Issue 69 What does quality mean in customer service? What are standards and where do they come from? Standards refer to the requirements, specifications, guidelines or characteristics established for customer service. They should reflect and...
Becoming a Transformational Contact Center Leader
The Edge of Service: Issue 68 I walked into the meeting alongside the contact center director. She was concerned that the company’s senior level leaders would see all the wrong things in the numbers. And at first glance, they sure didn’t look good. Average handle time...
Ghosting Is Bad Business (Here’s Why)
The Edge of Service: Issue 67 Think ghosting is saving your organization time and resources? It may be quietly costing you far more than you realize. Ghosting, in a professional setting, is when an organization or individual simply stops communicating: no closure, no...
Workforce Optimization Blind Spots
Most workforce optimization programs focus on forecasting, scheduling, quality management, coaching, and performance management. Those capabilities remain essential. But they're no longer enough. Increasingly, the customer conversations that shape customer loyalty,...
Revisit and reassess customer expectations
An essential part of contact center leadership is understanding what customers need and want. How are their needs and expectations changing? For leaders, understanding customer expectations can seem like a daunting challenge. Fortunately, it's not the guesswork that...
Search
Categories:
- AI (20 posts)
- Call Center (704 posts)
- Contact Center (711 posts)
- Customer Access Strategy (132 posts)
- Customer Experience (373 posts)
- Customer Relationships (295 posts)
- Customer Service (681 posts)
- Customer Surveys (35 posts)
- Leadership (510 posts)
- LinkedIn Learning (110 posts)
- Mobile (34 posts)
- Multi-channel Support (79 posts)
- Organization and Culture (174 posts)
- Podcasts (23 posts)
- Quality Management (90 posts)
- Research/Statistics (58 posts)
- Self-service (14 posts)
- Social Media (31 posts)
- The Edge of Service (46 posts)
- Uncategorized (16 posts)
- Videos (177 posts)
- Workforce Management (118 posts)