Customer Service - Brad Cleveland

Building a Customer Service Ecosystem

Feb 22, 2017 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, Videos

Customer experience is not a program, a department, a contact center, self-service capability, or CRM system—it’s much more. It’s an ecosystem, comprised of many components that must seamlessly work together. It’s the result of a culture and approach that spans the...

Social Customer Care: Listen, Learn, and Dialogue

Feb 16, 2017 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Multi-channel Support, Social Media

Let me give you three steps that are absolutely fundamental in delivering services through social channels. Listen Begin by listening. You don’t just walk into a room and start talking, and that’s just as true in the social world. I recall an executive who works with...

How Long Will Your Customers Wait for Service?

Feb 14, 2017 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Videos

Strengthen Ties Across the Organization

Feb 9, 2017 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

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...

The Truth About Objectives for Abandonment

Feb 7, 2017 | Call Center, Contact Center, Customer Service, Videos, Workforce Management

A Way of Doing Business

Feb 3, 2017 | 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...