strategy - Brad Cleveland

The Single Most Important Element of All

May 28, 2014 | Call Center, Contact Center, Customer Relationships, Customer Service

“The third great wave of computing is upon us. It is an era of hyper connection, where billions of people and devices and things are connecting faster than ever. Some call it the Internet of Things. Some call it the Internet of Everything. But in reality, behind...

Shaping Your Mobile Customer Service Strategy

Apr 4, 2014 | Call Center, Contact Center, Customer Service, Mobile

Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services, but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. Here’s a guide...

Our Customers are in Control: 5 Factors for Success

Jan 8, 2014 | Customer Relationships, Customer Service

Until recently, the most significant developments in customer service have been those envisioned and implemented by organizations—e.g., 800 numbers, routing systems, web-based services, multimedia capabilities, and real-time analytics, to name just a few. But we are...