Brad's Blog
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.
Putting Abandonment in Perspective
In many contact centers, abandonment rate is viewed as a key measure of how adequately the center is staffed. I often get questions like, what is an acceptable rate of abandonment? What is abandonment in such and such an industry? Are there any studies on how long...
Connecting Hiring, Training and Coaching
Documenting Your Customer Access Strategy
Customer access strategies are like business plans in that some are well documented and others exist only in pieces and in the heads of various managers. Too often, the latter is the case. But there are standout examples of plans that are effective and up to date. A...
Cell Phone Inventor Predicts the Next Big Thing
According to Marty Cooper, 87 years old and a pioneerin wireless communication, cell phones have a big flaw: you constantly have to charge them. And that’s true for all connected wearables (e.g., watches, glasses, health devices). The next big thing, says Cooper, is...
Leaders Need to Spend Time on the Frontline
The Best Managed Contact Centers: #12 – They See the Possibilities
The contact center profession has come a long way in recent years. Customer expectations are high, and for good reason. For the most part, contact centers have learned how to deliver. Collectively, they have invested billions in equipment, networks and software. They...
Focus on the Next Three Hours
Recently, I was invited to participate in Jim Rembach's FastLeader Show Podcast. It was a great experience and gave me the opportunity to reflect on what has mattered most over the years. One bit of advice that has made an impact on my career is to focus on the next...
Interpreting Benchmarks
The Best Managed Contact Centers: #11 – They Are Willing to Experiment
The most successful contact center teams continually review and reassess how they do things and the results they are achieving. What can be improved? What should be scrapped? What assumptions no longer make sense? What can be done differently? They would agree with...
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