Social Media - Brad Cleveland

Today’s Contact Center – The Internal Engine that Engages Social Communities

Apr 8, 2014 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Leadership, Social Media, Videos

A Fundamental Shift in Customer Service

Feb 25, 2014 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Mobile, Social Media, Videos

Perspective on Social Media

Dec 6, 2013 | Call Center, Contact Center, Social Media, Videos

Utilities Harness Social Media for Customer Service

Sep 25, 2013 | Social Media

“The way utilities view social media is radically changing,” says Greg Guthridge, global lead for Accenture Energy Consumer Services, quoted in a recent article in The Wall Street Journal (“Utilities Tap Power of Social Media,” by Andrew Blackman, The Wall...

Social Media Requires Service and Support

Jul 19, 2013 | Call Center, Contact Center, Social Media, Videos

Social Media: Channel or Strategy?

Apr 26, 2012 | Call Center, Contact Center, Customer Relationships, Social Media

Terms related to social media are quickly evolving, and must be used and interpreted in context. For example, I’m often asked for advice on shaping a “social strategy.” It’s an important question — but without further definition, can be overly...