Customer Service - Brad Cleveland

Customer Service Matters – Some Stats to Support Your Efforts

by bradcleveladev | Jun 20, 2019 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Research/Statistics

Customer service matters. It matters to customers and more and more statistics are showing just how much. Below are a few statistics that may help you make the case to others. Fully engaged customers represent a 23% premium in terms of share of wallet, profitability,...

The Problem with Daily Averages (and the Solution)

by bradcleveladev | Jun 13, 2019 | Call Center, Contact Center, Customer Service, Videos, Workforce Management

How Customer Service Drives Innovation

by bradcleveladev | Jun 11, 2019 | Call Center, Contact Center, Customer Service, Leadership, The Edge of Service

Recently I had the opportunity to visit the Australia Zoo, which is owned by the family of the late Steve Irwin. Irwin’s documentaries on wildlife and conservation helped make the zoo a popular tourist destination. As they describe it, “the Australia Zoo...

Tech Leadership – For Non Techies

by bradcleveladev | May 24, 2019 | Call Center, Contact Center, Customer Service, Leadership, The Edge of Service

There are many technologies that can support and enable customer service. Many. A ton. And there are myriad decisions to be made around suppliers and solutions. Sometimes, the less you know, the better you are at asking the right “dumb” questions. The ones...

Motivation and Engagement: Your Leadership Matters

by bradcleveladev | May 21, 2019 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Quality Management, Videos

Thoughts on Customer Experience, Agent Skills and Artificial Intelligence

by bradcleveladev | May 8, 2019 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, Self-service

The ICMI Contact Center Expo in Fort Lauderdale, Florida is coming up quickly from May 13 to 16. If you are planning to attend, or if you are interested in current contact center trends, you might be interested in a brief interview I did with Don Fluckinger of...