Customer Service - Brad Cleveland

eCornell Videos: For the First Time Ever, the Customer Is in Control

Dec 2, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Videos

Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the fifth of five videos. You can view the first video at Delivering Consistent Service, the second at Retaining the Right Customers, the third at Empowering Agents with the Right...

eCornell Videos: Anticipating Customer Needs

Nov 29, 2016 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Videos

Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the fourth of five videos. You can view the first video at Delivering Consistent Service, the second at Retaining the Right Customers and the third at Empowering Agents with the...

Great Customer Service on a Shoestring Budget

Nov 22, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership

The Tugboat Institute recognizes Evergreen companies whose purpose-driven leaders build companies focused on long-term growth. The Institute’s Evergreen Journal recently published an article I wrote on delivering great customer service. It includes four...

Does Your Executive Team Understand Staffing Tradeoffs?

Nov 18, 2016 | Call Center, Contact Center, Customer Service, Leadership, Workforce Management

Are you working through difficult discussions related to resources and budget? Just remember, contact centers must handle most customer-related work as it happens, so resource mismatches quickly results in big problems. It’s essential that those making decisions have...

eCornell Videos: Empowering Agents with the Right Information and Training

Nov 15, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the third of five videos. You can view the first video at Delivering Consistent Service and the second at Retaining the Right Customers.

Summary of Customer Service Research

Nov 11, 2016 | Call Center, Contact Center, Customer Service, Leadership, Research/Statistics

Sharpen has pulled together research and articles from various sources to summarize opportunities for improvement in customer service. Their conclusions include: The demand for omni-channel is pervasive Initial IVR systems need to be clearer and more efficient...