Videos - Brad Cleveland

How to Meet Changing Customer Expectations

Oct 26, 2018 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Videos

Communicating Access Alternatives to Customers

Oct 3, 2018 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Multi-channel Support, Social Media, Videos

TEDx Talk: Thriving in an Always-on World

Sep 7, 2018 | Call Center, Contact Center, Customer Service, Leadership, Mobile, Social Media, Videos

September is in full swing and for many of us that means the beginning of another busy season. How do you stay connected with family, friends, co-workers and clients without being a slave to your smartphone? Is being “always connected” a blessing or a...

Interpreting Benchmarks

Aug 22, 2018 | Call Center, Contact Center, Customer Service, Leadership, Videos

Revisiting Your Service Level Objectives

Aug 1, 2018 | Call Center, Contact Center, Customer Service, Videos, Workforce Management

Connecting Hiring, Training and Coaching

Jul 17, 2018 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos