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.
The Edge of Service®, Issue 9: How "Waiting in Line" Is Changing
The Edge of Service® Newsletter, Issue 9: How "Waiting in Line" Is Changing If you care about delivering effective service—whether you head a multinational, direct a division, or are simply intent on meeting commitments as an individual—there are three things to know...
Want to Deliver Consistent Service? Build a Customer Access Strategy
For the First Time Ever, the Customer Is in Control
Empowering Agents with the Right Information and Training
Anticipating Customer Needs
The Single Most Important Element of All
"The third great wave of computing is upon us. It is an era of hyper connection, where billions of people and devices and things are connecting faster than ever. Some call it the Internet of Things. Some call it the Internet of Everything. But in reality, behind all...
How to Improve the Accuracy of Your Schedules
Consistency Across Channels: We've Got a Long Way to Go
A recent report from Gartner highlights the following insights about customer support - one about the past, one about the future. Both remind us that we must work hard to create consistency across customer contact channels, especially emerging mobile channels. 2% of...
Mobile Customer Support – It Takes a Cross-Functional, Unified Strategy
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Want to reduce customer complaints? Design better cross-functional processes
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9 Ways AI is Quietly Transforming Customer Service
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Customer Service Quality Standards for Humans and AI
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Are your Customer Journey Maps gathering dust?
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In the midst of contact center change, these immutable laws never change
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