Leadership - Brad Cleveland

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

Contact Centers in a Connected World – Celebrating the Past 30 Years

May 12, 2015 | Call Center, Contact Center, Customer Service, Leadership, Research/Statistics, Videos

Keeping Up with Customer Service Changes

Apr 23, 2015 | Call Center, Contact Center, Customer Service, Leadership, Videos

The Changing Role of Supervisors

Apr 16, 2015 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Studies from ICMI and others suggest there are more supervisors today – proportionally and in real numbers – than ever. With today’s developments – emerging channels, proliferation of social media, the competitive importance of customer relationships, and the wide...