Videos - Brad Cleveland

Improving the Accuracy of Schedules

Mar 16, 2017 | Call Center, Contact Center, Customer Service, Multi-channel Support, Videos, Workforce Management

Cutting Costs with Minimum Impact on Customers

Mar 8, 2017 | Call Center, Contact Center, Customer Service, Leadership, Videos

Building a Customer Service Ecosystem

Feb 22, 2017 | Call Center, Contact Center, Customer Experience, 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...

How Long Will Your Customers Wait for Service?

Feb 14, 2017 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Videos

The Truth About Objectives for Abandonment

Feb 7, 2017 | Call Center, Contact Center, Customer Service, Videos, Workforce Management

Encouraging Customers to Use Self-Service

Feb 1, 2017 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Multi-channel Support, Self-service, Videos