Contact Center - Brad Cleveland

Consistency Across Channels: We've Got a Long Way to Go

May 19, 2014 | Call Center, Contact Center, Customer Service, Mobile, Multi-channel Support, Research/Statistics

A recent report from Gartner highlights the following insights about customer support – one about the past, one about the future. Both remind us that we must work hard to create consistency across customer contact channels, especially emerging mobile channels....

Mobile Customer Support – It Takes a Cross-Functional, Unified Strategy

May 13, 2014 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Mobile, Multi-channel Support, Videos

Secrets to Creating an Engaging Culture

May 9, 2014 | Call Center, Contact Center, Customer Service, Leadership, Organization and 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...

Is Social Media a Risk?

May 6, 2014 | Call Center, Contact Center, Customer Service, Leadership, Multi-channel Support, Social Media, Videos

The Edge of Service®, Issue 8: The Trait All Successful Service Leaders Share

May 1, 2014 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, The Edge of Service

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

Apr 29, 2014 | Call Center, Contact Center, Customer Service, Multi-channel Support, Social Media, Videos