Videos - Brad Cleveland

eCornell Videos: Anticipating Customer Needs

Nov 29, 2016 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Videos

Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the fourth of five videos. You can view the first video at Delivering Consistent Service, the second at Retaining the Right Customers and the third at Empowering Agents with the...

eCornell Videos: Empowering Agents with the Right Information and Training

Nov 15, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the third of five videos. You can view the first video at Delivering Consistent Service and the second at Retaining the Right Customers.

eCornell Videos: Retaining the “Right” Customers

Nov 9, 2016 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Videos

Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the second of five videos. You can view the first video at Delivering Consistent Service.

eCornell Videos: Delivering Consistent Service

Nov 4, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Multi-channel Support, Videos

Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the first of five videos.

Building Brand Engagement with Multichannel Services

Oct 25, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Multi-channel Support, Self-service, Videos

Building a Customer Service Ecosystem

Oct 4, 2016 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Videos

Customer experience is not a program, a department, a contact center, self-service capability, or CRM system—it’s much more. It’s an ecosystem, comprised of many components that must seamlessly work together. It’s the result of a culture and approach that spans the...