Call Center - Brad Cleveland

Building a Culture of Engaged Employees

Aug 14, 2019 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

Article on Customer Service Trends

Aug 2, 2019 | Call Center, Contact Center, Customer Service, Leadership, Multi-channel Support, Research/Statistics, Social Media

Sam Del Rowe recently wrote an article for www.destinationcrm.com titled “The Top Customer Service Trends: Building Better Service Beyond Voice.” In the article, Mike de la Cruz of Directly and I provide insight into artificial intelligence (AI), omnichannel...

Gauge the Effectiveness of Your Customer Service Strategy

Jul 25, 2019 | Call Center, Contact Center, Customer Service, Leadership

Is there a secret to ensuring that your customer service strategy is effective? Are there common denominators among organizations getting the best results? I’ve observed four key factors that you can use to take inventory and get a good sense of how well your...

Does Your Executive Team Understand Staffing Tradeoffs?

Jul 19, 2019 | Call Center, Contact Center, Customer Service, Leadership, Workforce Management

Are you working through difficult discussions related to resources and budget? Just remember, contact centers must handle most customer-related work as it happens, so resource mismatches quickly result in big problems. It’s essential that those making decisions have a...

Cutting Costs with Minimum Impact on Customers

Jul 12, 2019 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Videos

The Importance of Humans in an AI World

Jul 3, 2019 | Call Center, Contact Center, Customer Service, Leadership

In May, I was delighted to participate in ICMI’s Contact Center Expo. In one of my talks, I addressed the importance of the human touch in the midst of the growth of artificial intelligence. You can read more about that talk, as well as reflections on the...