Tag: Brad Cleveland

• Did THAT Just Happen? Expectation Management When Delivering Service

  We’ve all been on the receiving end of a physical delivery gone awry. That package, that gift, that letter that you desperately need to arrive by a certain day…that just doesn’t. It might have been because a snowstorm hit two days before Christmas and deliveries are all backed up or that you barely missed UPS…

  Sarah Stealey Reed

  September 10, 2013

  Customer Experience, customer service, Did That Just Happen, Jason, moving, Norfolk, relocation

  Brad Cleveland, Customer, Customer Service

• Did THAT Just Happen? – Dangers of Ignoring Social Media

  “Social Media Will Never Last!” was the title of the email screaming in my inbox this morning. Now before I panicked that one of my favorite past-times was headed to extinction, I took a moment to read the diatribe. Turns out social media is indeed alive and well, and the “Your Daily Success Tip”  written…

  Sarah Stealey Reed

  July 16, 2013

  call center, contact center, Customer Experience, customer service, Did That Just Happen

  ACCE, Altimeter Group, Brad Cleveland, Brian Solis, Business, Entrepreneur.com, Facebook, ICMI, Marketing-Mentor, Social media, Twitter, UniSuper

• Did THAT Just Happen? – Starbucks Monitors and Reacts in Real-Time

  Last week in this blog series I made correlations between the services I received from US Airways, and the real-time management concepts from Brad Cleveland’s book, Call Center Management on Fast Forward. I’d like to continue with that theme and extrapolate out some of the other principles of real-time management that Brad describes and that…

  Sarah Stealey Reed

  July 8, 2013

  call center, contact center, Customer Experience, customer service, Did That Just Happen, traveling

  Brad Cleveland, call center, contact center, Customer Experience, Customer Service, ICMI, Real-time management, Starbucks, WFM

• Did THAT Just Happen? – US Airways Real-time Management

  In Brad Cleveland’s book, Call Center Management on Fast Forward, he defines real-time management as “making adjustments to staffing and thresholds in the systems and network in response to current queue conditions.”  This concept is one that every contact center leader becomes acutely in tune with, as the variables impacting the call center are vast…

  Sarah Stealey Reed

  June 27, 2013

  call center, contact center, Customer Experience, customer service, Did That Just Happen, traveling

  Brad Cleveland, call center, contact center, Customer Experience, Customer Service, Real-time management, US Airways, WFM