Leadership - Brad Cleveland

The Best Managed Contact Centers: #9 – They Get the Budget and Support They Need

Mar 29, 2016 | Call Center, Contact Center, Customer Service, Leadership

Far too many contact centers are operating under the auspices of, “OK, here are the resources we’re willing to give you, and here’s what we want you to achieve …” That is the proverbial cart before the horse. Consider an analogy. Airlines...

The Measures Every Contact Center Should Have

Mar 22, 2016 | Call Center, Contact Center, Customer Service, Leadership, Workforce Management

Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully. But there’s a significant inherent challenge, which has only become more difficult with the introduction of new channels...

The Definition of Customer Experience

Mar 18, 2016 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

This week, I was invited to share my definition of customer experience for CallCentre.co.uk by Hannah Brewer in her “ask the experts” article. You can read my response, as well as others, at their website. Note: This article is no longer available. You can find...

Cutting Costs with Minimum Impact on Customers

Mar 16, 2016 | Call Center, Contact Center, Customer Service, Leadership, Videos

The Best Managed Contact Centers: #8 — They Leverage Technology to Support and Further Their Mission

Mar 10, 2016 | Call Center, Contact Center, Customer Service, Leadership

New technologies are not passive — they are changing customer expectations, causing reallocations of resources, creating power shifts in organizations, and changing the responsibilities of agents and managers. The best contact centers identify the technologies that...

Customer Service, Brand Loyalty and Long-Term Success

Mar 8, 2016 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Research/Statistics

Here are some powerful statistics that demonstrate the links between customer service, brand loyalty and long-term success. 97% of global consumers say that customer service is very important or somewhat important in their choice of and loyalty to a brand 62% of...