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.
Secrets to Creating an Engaging Culture
Johann Wolfgang Von Goethe once said, "Instruction does much, but encouragement does everything." Many studies bolster this view, showing a strong link between engaged employees and higher levels of productivity and profitability. (In one example, Gallup found that...
Is Social Media a Risk?
The Edge of Service®, Issue 8: The Trait All Successful Service Leaders Share
The Edge of Service® Newsletter, Issue 8: The Trait All Successful Service Leaders Share Janet Bailey was still in high school when she got her first job—working in a call center. It later evolved into a part-time arrangement that allowed her to work while she...
Measuring Social Interactions
Four Best Practices in Mobile Customer Service
Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services—but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. The following...
What Should Our Service Level Be?
Best Practices in Mobile Customer Access Strategies
So, how do you get started? Let’s begin with a short note on definition. Mobile is often referred to as a “channel” in contact center circles... but it’s, of course, much more. Consider the sheer breadth of the mobile services many of us use daily: travel, banking,...
Should We Have a Chief Customer Officer?
Forecasting and Staffing for New Channels
As mobile and social open up new channels and new types of contacts, it’s critical to forecast and staff for evolving workloads. Mobile and social impact staffing resources, and different types of interactions each require a specific approach to resource planning. The...
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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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