Call Center - Brad Cleveland

The Edge of Service®, Issue 9: How "Waiting in Line" Is Changing

Jul 2, 2014 | Call Center, Contact Center, Customer Service, The Edge of Service, Uncategorized, Workforce Management

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...

Want to Deliver Consistent Service? Build a Customer Access Strategy

Jun 25, 2014 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Videos

For the First Time Ever, the Customer Is in Control

Jun 19, 2014 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, Mobile, Videos

Empowering Agents with the Right Information and Training

Jun 12, 2014 | Call Center, Contact Center, Customer Service, Organization and Culture, Quality Management, Videos

Anticipating Customer Needs

Jun 4, 2014 | Call Center, Contact Center, Customer Service, Videos

The Single Most Important Element of All

May 28, 2014 | Call Center, Contact Center, Customer Relationships, Customer Service

“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...