Customer Service - Brad Cleveland

Employee and Customer Engagement—The Numbers Are Stunning

Jun 16, 2015 | Call Center, Contact Center, Customer Service, Leadership, Research/Statistics

Forward-looking managers are always looking for ways to increase the engagement of front-line employees. They understand that the secret sauce to the best possible service is a team that is deeply connected to the company’s mission. Can you quantify the impact of...

Angry Customers? “…meet them where they are”

Jun 11, 2015 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Quality Management

Here’s a great quote to discuss at your next team meeting: “It’s easy to accept the easy customer. But as Morantz [Craig Morantz] aptly points out, you will always deal with angry, bitter, frightened and emotional customers. Acceptance is not judging...

The Most Important Development in Customer Service

Jun 9, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Videos

The Edge of Service® Newsletter, Issue 12: The Keys to Social Customer Service

Jun 1, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Leadership, Multi-channel Support, Social Media, The Edge of Service

The Edge of Service® Newsletter, Issue 12: The Keys to Social Customer Service Being part of “the conversation”—listening to customers and interacting with them where they are—was until recently a powerful differentiator. But it’s now becoming a...

The Problem with Daily Averages (and the Solution)

May 28, 2015 | Call Center, Contact Center, Customer Service, Leadership, Videos, Workforce Management

Can You Afford to Ignore Social Media?

May 26, 2015 | Call Center, Contact Center, Customer Experience, Customer Service, Customer Surveys, Research/Statistics, Social Media

Proactively engaging your customers yields many benefits. For example, research conducted by CFI Group finds that customers who post their contact center experiences on social media sites and then receive follow up from the company rate their overall customer...