Contact Center - Brad Cleveland

New Speaking Demo, New Era of Customer Relationships

Mar 4, 2015 | Call Center, Contact Center, Customer Service, Leadership, Videos

How’s Your Mobile Customer Support?

Feb 24, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Mobile, Multi-channel Support

Here’s a number that should encourage all of us to take another look at our mobile customer service strategy. 1.4 Billion smartphone shipments expected in 2015, representing a 12.2% year-on-year growth rate. Source: IDC

Leading a Distributed Team

Feb 20, 2015 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

“You have to serve…like nobody else does.”

Feb 17, 2015 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

Here’s a quotation worth discussing with your team. “Manufacturers are struggling all over the place to call themselves a manufacturer, when in reality there’s a firm in Korea, China, India copying their product with incredible detail. Today, what you have...

How Long Will Your Customers Wait for Service?

Feb 13, 2015 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, Videos, Workforce Management

Consumer vs. Corporate Perception – A Clear Disconnect

Feb 10, 2015 | Call Center, Contact Center, Customer Experience, Customer Service, Customer Surveys, Leadership, Research/Statistics

Clearly, there’s still work to be done in how organizations assess their ability to meet customer expectations. Consumer Perception (2014 Consumer): Do you feel that the customer service departments of today’s companies generally meet your needs and...