Customer Service - Brad Cleveland

Interview with Business Innovators

by bradcleveladev | Feb 18, 2016 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership

Recently, I did a radio interview with Conston Taylor of Business Innovators. You’ll hear thoughts on customer expectations and the importance of making customer service a priority.

Developing a Mobile Customer Access Strategy

by bradcleveladev | Feb 16, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Mobile, Videos

The Best-Managed Contact Centers: #6 – They Leverage the Key Statistics

by bradcleveladev | Feb 12, 2016 | Call Center, Contact Center, Customer Service, Leadership, Research/Statistics

Contact center measurements are plentiful and it’s easy to get buried in information. The contact centers that get the best results from using their reports and information have several things in common: They focus on a relatively small number of measures and...

Social Customer Care: Listen, Learn, and Dialogue

by bradcleveladev | Feb 9, 2016 | Call Center, Contact Center, Customer Experience, Customer Service, 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?

by bradcleveladev | Feb 4, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Videos, Workforce Management

The Best-Managed Contact Centers: #5 – They Have an Established, Collaborative Planning Process

by bradcleveladev | Feb 2, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Workforce Management

Effective planning is a central theme in the best contact centers. A major objective of good planning is to get the right number of skilled people and supporting resources in place at the right times, doing the right things. But systematic planning accomplishes more...