Customer Service - Brad Cleveland

Secrets to Creating an Engaging Culture

by bradcleveladev | May 9, 2014 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Johann Wolfgang Von Goethe once said, “Instruction does much, but encouragement does everything.” Many studies bolster this view, showing a strong link between engaged employees and higher levels of productivity and profitability. (In one example, Gallup...

Is Social Media a Risk?

by bradcleveladev | May 6, 2014 | Call Center, Contact Center, Customer Service, Leadership, Multi-channel Support, Social Media, Videos

The Edge of Service®, Issue 8: The Trait All Successful Service Leaders Share

by bradcleveladev | May 1, 2014 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, The Edge of Service

The Edge of Service® Newsletter, Issue 8: The Trait All Successful Service Leaders Share Janet Bailey was still in high school when she got her first job—working in a call center. It later evolved into a part-time arrangement that allowed her to work while she...

Measuring Social Interactions

by bradcleveladev | Apr 29, 2014 | Call Center, Contact Center, Customer Service, Multi-channel Support, Social Media, Videos

Four Best Practices in Mobile Customer Service

by bradcleveladev | Apr 23, 2014 | Call Center, Contact Center, Customer Experience, Customer Service, Mobile, Multi-channel Support

Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services—but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. The following...

What Should Our Service Level Be?

by bradcleveladev | Apr 21, 2014 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Videos