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.
Developing a Mobile Customer Access Strategy
The Best-Managed Contact Centers: #6 – They Leverage the Key Statistics
Contact center measurements are plentiful and it's easy to get buried in information. The contact centers that get the best results from using their reports and information have several things in common: They focus on a relatively small number of measures and...
Social Customer Care: Listen, Learn, and Dialogue
Let me give you three steps that are absolutely fundamental in delivering services through social channels. Listen Begin by listening. You don’t just walk into a room and start talking, and that’s just as true in the social world. I recall an executive who works with...
How Long Will Your Customers Wait for Service?
The Best-Managed Contact Centers: #5 – They Have an Established, Collaborative Planning Process
Effective planning is a central theme in the best contact centers. A major objective of good planning is to get the right number of skilled people and supporting resources in place at the right times, doing the right things. But systematic planning accomplishes more...
Traits of the Best Leaders
Often I am asked what I look for in leadership. The question is usually something like, “You go into a lot of different organizations and see many different styles; what are your thoughts on what makes an effective leader?” It is a great question and a few things come...
Staffing for Mobile
The Best-Managed Contact Centers: #4 – They Build Plans and Services around Evolving Customer Expectations
One of the most critical — and difficult — aspects of managing a contact center in coming months and years will be to provide services that satisfy changing consumer demands. Those who fall behind will pay a brutal price: dissatisfied customers, insufficient support...
Are Your Mobile Apps Ready for Prime Time?
Get your apps in good shape and, by all means, don't dither—get them out there. But you've got to ensure they are ready for prime time. In results that were probably no surprise, a Compuware study found that customers have little tolerance for glitchy or unstable...
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