Leadership - Brad Cleveland

Gauge the Effectiveness of Your Customer Service Strategy

Jul 25, 2019 | Call Center, Contact Center, Customer Service, Leadership

Is there a secret to ensuring that your customer service strategy is effective? Are there common denominators among organizations getting the best results? I’ve observed four key factors that you can use to take inventory and get a good sense of how well your...

Does Your Executive Team Understand Staffing Tradeoffs?

Jul 19, 2019 | 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 result in big problems. It’s essential that those making decisions have a...

Cutting Costs with Minimum Impact on Customers

Jul 12, 2019 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Videos

The Importance of Humans in an AI World

Jul 3, 2019 | Call Center, Contact Center, Customer Service, Leadership

In May, I was delighted to participate in ICMI’s Contact Center Expo. In one of my talks, I addressed the importance of the human touch in the midst of the growth of artificial intelligence. You can read more about that talk, as well as reflections on the...

Customer Service Matters – Some Stats to Support Your Efforts

Jun 20, 2019 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Research/Statistics

Customer service matters. It matters to customers and more and more statistics are showing just how much. Below are a few statistics that may help you make the case to others. Fully engaged customers represent a 23% premium in terms of share of wallet, profitability,...

How Customer Service Drives Innovation

Jun 11, 2019 | Call Center, Contact Center, Customer Service, Leadership, The Edge of Service

Recently I had the opportunity to visit the Australia Zoo, which is owned by the family of the late Steve Irwin. Irwin’s documentaries on wildlife and conservation helped make the zoo a popular tourist destination. As they describe it, “the Australia Zoo...