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.
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 But too often, it is undocumented, outdated, or scattered across departments.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...
The contact center knows your customer best. Are you using it that way?
In my experience, after decades of working with contact centers across virtually every industry, only a fraction of organizations truly leverage the strategic value of their contact centers. Those that do tend to pull ahead quickly. And they tend to see the contact...
The P-51’s Lesson for Customer Experience and AI Leaders
The Edge of Service: Issue 65 I recently had the opportunity to fly in a historic aircraft, the P-51 Mustang. For someone who loves aviation, it was one of those experiences I'll never forget (watch the video). It reminded me of a lesson that's incredibly important in...
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