Leadership - Brad Cleveland

Three Major Developments in Service Delivery

Jul 21, 2015 | Call Center, Contact Center, Customer Service, Leadership, Videos

Does Service Impact Stock Price?

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

Yep. Over a seven year period, the S&P 500 Index gained 51.5%. According to Watermark Consulting, customer experience leaders enjoyed a stock increase 77.7%. And laggards? They saw a drop of 2.5%. Follow Watermark Consulting for updates. Or in any country or...

Communicating Access Alternatives to Customers

Jul 7, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Multi-channel Support, Videos

Motivation and Engagement: Your Leadership Matters

Jun 24, 2015 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

Update Your Customer Access Strategy for Social Media

Jun 18, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Social Media

To put effective social customer service in place, you need an updated customer access strategy. Put a team together and think through the following questions: Customers: Who are they, where are they talking about your services, company, market and competitors?...

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...