AI - Brad Cleveland

How to Get Your Team On Board with AI (What Actually Works)

May 13, 2026 | AI, Call Center, Contact Center, Customer Experience, Customer Service, The Edge of Service

If you’re introducing or deepening AI’s involvement with your customer service employees, you’re probably running into some hesitation with AI adoption. And honestly, that hesitation makes sense. They are asking themselves: Is this going to make my job harder? Replace...

3 Contact Center Trends Few Saw Coming

Apr 29, 2026 | AI, Call Center, Contact Center, Customer Service, Leadership, The Edge of Service

The headlines are screaming lots of messages. But what’s actually happening in contact centers? And what do leaders need to be paying attention to now? Here are three important trends that few saw coming. 1. Workloads in most contact centers are growing. This is the...

9 Ways AI is Quietly Transforming Customer Service

Mar 11, 2026 | AI, Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Multi-channel Support

Discover the Nifty Nine—nine ways artificial intelligence is quietly revolutionizing customer service today! In this video, I reveal how leading organizations are leveraging AI not just for efficiency, but for customer loyalty and deeper employee engagement. Instead...

AI Magnifies Customer Service

Dec 17, 2025 | AI, Call Center, Contact Center, Customer Experience, Customer Service, Leadership

AI magnifies customer service and brand reputation. Gone are the days when customers only checked a few review sites before making buying decisions. Now, millions turn to AI, which gathers information from hundreds of sources—reviews, social media, complaint boards,...

No data? No problem! Forecasting new service

Oct 31, 2025 | AI, Call Center, Contact Center, Customer Service, Multi-channel Support, Workforce Management

New products, marketing campaigns, support channels or accounts may not have much, or any, history you can use for forecasting new service. AI and self-service initiatives can change patterns that existed in the past. Even adjusting hours of operation can leave you...

Will AI cut contact center staff?

Sep 30, 2025 | AI, Call Center, Contact Center, Customer Service, Leadership, Multi-channel Support, Workforce Management

If you’ve been reading the headlines, you’ve seen plenty of predictions that AI will cut staff in contact centers—and overall in customer service. The logic seems simple: AI can handle customer interactions directly, so organizations won’t need as many people. Add to...