Brad Cleveland - Brad Cleveland

Know What's Important to Customers

Sep 18, 2014 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys

A recent study by Execs in the Know and Digital Roots asked customers, Which characteristic of an interaction with a brand’s customer service department is most important to you? The answers: Effective Issue Resolution–40.3% Immediacy/Fast...

Boosting the Strategic Value of Your Customer Service Operation

Sep 16, 2014 | Call Center, Contact Center, Customer Service, Leadership, Videos

The Edge of Service® Newsletter, Issue 10: Beware Others' Benchmarks

Sep 9, 2014 | Call Center, Contact Center, Customer Service, Leadership, The Edge of Service

The Edge of Service® Newsletter, Issue 10: Beware Others’ Benchmarks Let me begin with a quick preface. The title is “beware others’ benchmarks,” not ignore them, or be uniformed of them. Benchmarks are necessary. But to the...