Customer Service - Brad Cleveland

Creating Mobile Services? Get the Contact Center Involved Early

Jan 20, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Mobile, Multi-channel Support, Videos

Caution: Don’t View Contact Center Performance Measures in Isolation

Jan 16, 2015 | Call Center, Contact Center, Customer Service

Consider a few examples that illustrate the interrelated nature of contact center performance measures: Cost per contact going down may actually be a bad sign. Viewed alone, a dropping cost per contact would seem like a positive indication. However, if errors and...

Leaders Need to Spend Time on the Frontline

Jan 9, 2015 | Customer Service, Leadership, Organization and Culture, Videos

The Edge of Service® Newsletter, Issue 11: A Multichannel World

Jan 6, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Multi-channel Support, Social Media, The Edge of Service

The Edge of Service® Newsletter, Issue 11: A Multichannel World If you were to walk into an Amazon.com customer contact center, you’d see desks turned sideways so that Fire tablet support agents have a neutral background for video calls (one-way,...

Recent WebTV Interview on Customer Service Trends

Dec 16, 2014 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Mobile, Multi-channel Support, Social Media

Earlier this week, I joined Laura Sikorski on the WebTV show, Sikorski’s Think Abouts. In this 12-minute interview, we discuss the trends shaping service and how to meet today’s fast-evolving customer expectations.

How Many Concurrent Chat Sessions Should Agents Handle

Dec 11, 2014 | Call Center, Contact Center, Customer Service, Multi-channel Support, Videos, Workforce Management