Contact Center - Brad Cleveland

How Contact Centers Strengthen Ties Across the Organization

Nov 12, 2014 | Call Center, Contact Center, Customer Access Strategy, Customer Experience

Effective communication across an organization is essential to sharing and using voice of the customer. And there are plenty of additional reasons to strengthen ties. Opportunities for ongoing product and service improvements and innovations almost always involve...

Improving ROI on Quality Monitoring

Nov 5, 2014 | Call Center, Contact Center, Customer Service, Quality Management, Videos

Emotion as a Key Driver in Customer Loyalty

Oct 29, 2014 | Call Center, Contact Center, Customer Experience, Customer Service, Research/Statistics

Earlier this year, Forrester released its “2014 Customer Experience Index,” which ranked 150-or-so brands across 14 industries. Here’s a sampling of top brands by sector: Airline: Southwest Bank: USAA Consumer Electronics: Amazon Credit Card: USAA...

Skills-Based Routing: Effective Resource Planning Is Vital

Oct 22, 2014 | Call Center, Contact Center, Videos, Workforce Management

KLM Provides Wait Time Estimates on Twitter Page

Oct 15, 2014 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Social Media

KLM harnesses Twitter for customer service, handling a diverse range of issues and steering customers to other channels when that makes sense. They even provide wait time estimates, updated every five minutes. This is a good example of an organization that meets...

Don’t Leave Culture to Chance

Oct 8, 2014 | Call Center, Contact Center, Leadership, Organization and Culture, Videos