Brad Cleveland - Brad Cleveland

The 12 Principles of Customer Relationships

Aug 27, 2015 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

The principles behind building strong customer relationships are as important as ever in today’s hyper-connected economy. Evolving customer expectations, social communities, new channels and other developments have not changed the fundamentals. These 12...

Skills-Based Routing: Effective Resource Planning Is Vital

Aug 25, 2015 | Call Center, Contact Center, Customer Service, Videos, Workforce Management

Customer Service and Contact Center Statistics

Aug 20, 2015 | Call Center, Contact Center, Customer Experience, Customer Service, Research/Statistics

Are you looking for meaningful customer experience and contact center statistics? We put together a compilation that can help you make a case for great service. You can find it in the Statistics area of our website—and be sure to check back, because we’ll be updating...

Anticipating Customer Needs

Aug 18, 2015 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Videos

Customer expectations are changing quickly! Here are ways to anticipate their needs.

How Will the Internet of Things Impact Contact Centers?

Aug 13, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Multi-channel Support, Workforce Management

As more smart devices become connected to the Internet, you can expect increasing impact on contact centers—beginning with the amount of data streaming into service operations. This will add to the workload of reporting and analytics teams, but will also put more...