Call Center - Brad Cleveland

A Structured Approach to Customer Advocacy

Jun 27, 2019 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service

Customer advocacy has the potential to strengthen your organization and transform customers into enthusiastic brand advocates. But you have to unleash it, whether you’re developing customer advocacy within a team, a department, or across the organization,...

Customer Service Matters – Some Stats to Support Your Efforts

Jun 20, 2019 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Research/Statistics

Customer service matters. It matters to customers and more and more statistics are showing just how much. Below are a few statistics that may help you make the case to others. Fully engaged customers represent a 23% premium in terms of share of wallet, profitability,...

The Problem with Daily Averages (and the Solution)

Jun 13, 2019 | Call Center, Contact Center, Customer Service, Videos, Workforce Management

How Customer Service Drives Innovation

Jun 11, 2019 | Call Center, Contact Center, Customer Service, Leadership, The Edge of Service

Recently I had the opportunity to visit the Australia Zoo, which is owned by the family of the late Steve Irwin. Irwin’s documentaries on wildlife and conservation helped make the zoo a popular tourist destination. As they describe it, “the Australia Zoo...

Aligning Service with Vision and Mission

Jun 6, 2019 | Call Center, Contact Center, Customer Access Strategy, Leadership

Too often, I’ll see a vision or mission statement on an entry wall, but then observe very different priorities in day-to-day operations. We put our customers first, but keep the time you spend with them to three minutes. Or we deliver world class service, but we...

Tech Leadership – For Non Techies

May 24, 2019 | Call Center, Contact Center, Customer Service, Leadership, The Edge of Service

There are many technologies that can support and enable customer service. Many. A ton. And there are myriad decisions to be made around suppliers and solutions. Sometimes, the less you know, the better you are at asking the right “dumb” questions. The ones...