Contact Center - Brad Cleveland

Great Service Makes Us Feel Better

Oct 1, 2014 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Research/Statistics

Trendwatching.com just released the report, The Future of Customer Service, which begins with the following excerpt from an American Express 2013 study: “When 1,620 consumers were tested under laboratory conditions, 63% said they felt their heart rate increase when...

Encouraging Customers to Use Self-Service Channels

Sep 24, 2014 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Multi-channel Support, Videos

Know What's Important to Customers

Sep 18, 2014 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys

A recent study by Execs in the Know and Digital Roots asked customers, Which characteristic of an interaction with a brand’s customer service department is most important to you? The answers: Effective Issue Resolution–40.3% Immediacy/Fast...

Boosting the Strategic Value of Your Customer Service Operation

Sep 16, 2014 | Call Center, Contact Center, Customer Service, Leadership, Videos

The Edge of Service® Newsletter, Issue 10: Beware Others' Benchmarks

Sep 9, 2014 | Call Center, Contact Center, Customer Service, Leadership, The Edge of Service

The Edge of Service® Newsletter, Issue 10: Beware Others’ Benchmarks Let me begin with a quick preface. The title is “beware others’ benchmarks,” not ignore them, or be uniformed of them. Benchmarks are necessary. But to the...

Rules of the Road for Recruiting and Hiring

Aug 28, 2014 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Quality Management, Videos