Brad Cleveland - Brad Cleveland

Building a Customer Service Ecosystem

Oct 20, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Multi-channel Support, 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...

Align the Organization to Deliver the Best Possible Customer Experience

Oct 14, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture, Videos

Helping Customers Serve Themselves

Oct 8, 2015 | Call Center, Contact Center, Customer Experience, Customer Service, Self-service

Are we doing enough to enable customer self-service? Here are some statistics to consider: 72% of customers go online to serve themselves, but only 52% find the information they are searching for. (Source: Zendesk, 2013) Only 26% of companies offer self-service...

Celebrating 30 Years of Contact Centers

Oct 6, 2015 | Call Center, Contact Center, Customer Experience, Customer Service, Videos

Here’s a short (four-minute) video Brad and the ICMI team developed that shows how service has evolved over the past three decades.

The Edge of Service® Newsletter, Issue 13: Statistics Behind a Service Revolution

Oct 1, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, The Edge of Service

The Edge of Service® Newsletter, Issue 13: Statistics Behind a Service Revolution Watermark Consulting hit something of a research jackpot with a simple correlation between stock price and customer service rankings. In the seven years leading up to 2015, they found...