Contact Center - Brad Cleveland

Managing Customer Feedback – as It Happens

by bradcleveladev | Mar 28, 2019 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership

An important aspect of building customer relationships is managing customer feedback. This includes both short- and long-term objectives: it involves responding to feedback as it happens and collecting and analyzing feedback from many customers to look for recurring...

7 Suggestions for Improving Schedule Adherence

by bradcleveladev | Mar 26, 2019 | Call Center, Contact Center, Customer Service, Organization and Culture, Videos, Workforce Management

Employee Engagement Statistics

by bradcleveladev | Mar 20, 2019 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Research/Statistics

Do you need to make the case for your efforts to improve employee engagement? These numbers may help: 51% of US workers are not engaged, while 17.5% are actively disengaged. (Source: Gallup) Compared with disengaged employees, highly engaged employees are 4.7x more...

The Strategic Value of Customer Service

by bradcleveladev | Mar 13, 2019 | Call Center, Contact Center, Customer Service, Leadership

There are three levels on which effective customer service creates value: efficiency, customer satisfaction and loyalty, and strategic value. Only a small percent of organizations harness the true strategic potential of the insight that comes from customer service. In...

The Edge of Service® Newsletter, Issue 28: Motivation: Removing the Barriers

by bradcleveladev | Mar 6, 2019 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Dave Koz, the recognized jazz saxophonist and composer, has received nine GRAMMY nominations and has had nine No. 1 albums on Billboard’s Current Contemporary Jazz Albums chart. He’s played for several presidents, hosts two popular radio shows, and is a...

The Best Managed Contact Centers: #8 — They Leverage Technology to Support and Further Their Mission

by bradcleveladev | Feb 28, 2019 | Call Center, Contact Center, Customer Service, Leadership

New technologies are not passive — they are changing customer expectations, causing reallocations of resources, creating power shifts in organizations, and changing the responsibilities of agents and managers. The best contact centers identify the technologies that...