The Edge of Service - Brad Cleveland

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 Edge of Service® Newsletter, Issue 11: A Multichannel World

Jan 6, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Multi-channel Support, Social Media, The Edge of Service

The Edge of Service® Newsletter, Issue 11: A Multichannel World If you were to walk into an Amazon.com customer contact center, you’d see desks turned sideways so that Fire tablet support agents have a neutral background for video calls (one-way,...

The Edge of Service® Newsletter, Issue 10: Beware Others' Benchmarks

Sep 9, 2014 | Call Center, Contact Center, Customer Service, Leadership, The Edge of Service

The Edge of Service® Newsletter, Issue 10: Beware Others’ Benchmarks Let me begin with a quick preface. The title is “beware others’ benchmarks,” not ignore them, or be uniformed of them. Benchmarks are necessary. But to the...

The Edge of Service®, Issue 9: How "Waiting in Line" Is Changing

Jul 2, 2014 | Call Center, Contact Center, Customer Service, The Edge of Service, Uncategorized, Workforce Management

The Edge of Service® Newsletter, Issue 9: How “Waiting in Line” Is Changing If you care about delivering effective service—whether you head a multinational, direct a division, or are simply intent on meeting commitments as an individual—there are three...

The Edge of Service®, Issue 8: The Trait All Successful Service Leaders Share

May 1, 2014 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, The Edge of Service

The Edge of Service® Newsletter, Issue 8: The Trait All Successful Service Leaders Share Janet Bailey was still in high school when she got her first job—working in a call center. It later evolved into a part-time arrangement that allowed her to work while she...