Contact Center - Brad Cleveland

The Changing Role of Supervisors

The Changing Role of Supervisors

Apr 16, 2015 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Studies from ICMI and others suggest there are more supervisors today – proportionally and in real numbers – than ever. With today’s developments – emerging channels, proliferation of social media, the competitive importance of customer relationships, and the wide...

Be Careful When Interpreting Benchmarks

Be Careful When Interpreting Benchmarks

Apr 7, 2015 | Call Center, Contact Center, Customer Service, Research/Statistics, Videos

A Way of Doing Business

A Way of Doing Business

Mar 26, 2015 | Call Center, Contact Center, Customer Service, Leadership

One of the most important leadership priorities is to ensure that your customer contact center delivers maximum strategic value to your organization. That, in turn, is what will get you the support you need from colleagues across the organization. It’s what will...

Interview on Building a Customer Service Ecosystem

Interview on Building a Customer Service Ecosystem

Mar 11, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Videos

New Speaking Demo, New Era of Customer Relationships

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?

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