Contact Center - Brad Cleveland

Shaping Your Mobile Customer Service Strategy

Apr 4, 2014 | Call Center, Contact Center, Customer Service, Mobile

Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services, but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. Here’s a guide...

Quality Management Across Channels

Apr 2, 2014 | Call Center, Contact Center, Customer Service, Organization and Culture, Quality Management

As you role out the new channels made possible through mobile and social ecosystems, it’s important to uphold a strategy of quality management across all channels. The well-worn practices of monitoring, coaching and quality improvement for traditional channels should...

Best Practices in Multi-Channel Support

Best Practices in Multi-Channel Support

Mar 31, 2014 | Call Center, Contact Center, Customer Service, Multi-channel Support, Research/Statistics, Videos

Best Practices in Multi-Channel Support

The Problem with Daily Averages (and the Solution)

Mar 20, 2014 | Call Center, Contact Center, Customer Service, Videos

Best Practices in Multi-Channel Support

Should We Have Objectives for Abandonment?

Mar 12, 2014 | Call Center, Contact Center, Videos

Best Practices in Multi-Channel Support

Three Ways the Contact Center Contributes to Customer Experience

Mar 3, 2014 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Videos