Videos - Brad Cleveland

Guidance for Customers

May 22, 2020 | Call Center, Contact Center, Customer Service, Videos

During a time when customer service wait times are longer than usual, here’s a short broadcast that played in local TV markets:

Contact Center Future Shock: Channels May Become Part of Our Past

Sep 19, 2019 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Multi-channel Support, Videos

Recently, I was reminded of this brief interview that I recorded with Jim Rembach of Call Center Coach. We discussed how channels are likely to be approached in the future. I hope the video helps you consider how to prepare your organization for future challenges in...

Building a Culture of Engaged Employees

Aug 14, 2019 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

Cutting Costs with Minimum Impact on Customers

Jul 12, 2019 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Videos

The Problem with Daily Averages (and the Solution)

Jun 13, 2019 | Call Center, Contact Center, Customer Service, Videos, Workforce Management

Motivation and Engagement: Your Leadership Matters

May 21, 2019 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Quality Management, Videos