Brad Cleveland

Brad Cleveland

Senior Advisor and Former President/CEO, ICMI, ICMI

Brad Cleveland is often cited as one of the world's foremost leaders and thinkers in customer service and contact centers. He has worked in over 60 countries, has advised numerous governments, and counts many of today’s service leaders – Apple, HP, American Express, and others – among his clients.  Brad is author/editor of eight books, including Call Center Management on Fast Forward , which won an Amazon.com best-selling award and is used in universities and corporate training programs around the world.  One of the initial partners in and former President and CEO of ICMI, Brad grew the firm into a global industry leader that is now part of United Business Media (London: UBM.L).  He now serves as a Senior Advisor to ICMI, and is an in-demand author, speaker and consultant.  His current research is focused on the future of customer service.

Posts by this Author:

People Management 

8 Keys to Creating an Engaging Culture

Johann Wolfgang Von Goethe once said, "Instruction does much, but encouragement does everything." Many studies bolster this view, showing a strong link between engaged employees...

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BY: Brad Cleveland – Jan 22, 2013 | Comments (0)
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Operations Management 

Cutting Costs the Right Way

Many customer service operations have been in a cost-cutting mode – or, at the least, cost-containment mode – in response to their organizations' efforts to...

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BY: Brad Cleveland – Oct 13, 2011 | Comments (1)
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Operations Management 

Updating Your Customer Access Strategy for Social Media

Updating Your Customer Access Strategy for Social Media

If your call center doesn't already have a central role in handling social media, it's only a matter of time. Though these initiatives often start...

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BY: Brad Cleveland – Aug 22, 2011 | Comments (4)
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ABOUT OUR BLOG

The Customer Management Blog features several industry experts, who share perspectives and invite discussion on call center issues and best practices. We invite you to visit the site regularly to read about what’s on the minds of call center leaders and practitioners and to join in the discussion.

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Brad Cleveland

Senior Advisor and Former President/CEO, ICMI, ICMI

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Sarah Stealey Reed

Content Director, ICMI

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Justin Robbins

Manager, Training and Development, ICMI

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Richard Snow

VP and Research Director, Customer and Contact Center Practice, Ventana Research

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Amanda Mae Miller

National Account Manager, ICMI

Amelia Hinson

Amelia Hinson

Vice President of Contact Center Solutions, ManpowerGroup Solutions

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Ann Tardy

Ann Tardy

President, Lifemoxie

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Ann Traurig

Sr. Business Consultant, NICE Systems

Anne Nickerson

Founder, Call Center Coach, LLC

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Ashley Verrill

CRM Software Analyst, Software Advice

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Bob Furniss

Bob Furniss

Director, Customer Care/Service Cloud, Bluewolf

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Brent Haferkamp

Managing Partner , AMP'D Consulting Group LLC

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Brooks Webb and Jeremiah Methven

Manager, Premier Support Team and Team Lead, Tier 3 Support, iContact

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Corey Besaw, Ubiquity Global Services

Corey Besaw

Vice President, Solution Design, Ubiquity Global Services

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David Johnson

Sr. Business Consultant, NICE Systems

Dayna Steele

Dayna Steele

Chief Tipster at YourDailySuccessTip, Speaker, & Author, YourDailySuccessTip.com

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Dianne Durkin

Dianne Durkin

President, Loyalty Factor

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Dina Vance

Dina Vance

Senior Vice President, Ulysses Learning

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Erica Strother headshot

Erica Strother

Community Specialist, ICMI

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Flavio Martins

Flavio Martins

Vice President of Customer Support, DigiCert, Inc.

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Heather Walter

Marketing Specialist, ICMI

Ian Hunter

Senior Sales Engineer, USAN

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Jay Reilly

Jeff Toister

Jeff Toister

President, Toister Performance Solutions, Inc.

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Jeffrey Bretana

Business Operations Analyst - Technology and Operations - Workforce Management, Navy Federal Credit Union

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Jeff Feuer

President, Customer Solutions Group

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Jennifer Quigley

Inside Sales Specialist, ICMI

Joe Alwan

VP/GM AVOKE Analytics, Raytheon BBN Technologies

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Joe Gallagher

John Wolf

Chief Marketing Officer, Intradiem

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Kim Martin

Director of Marketing, Voxeo

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Kyra Young

Kyra Young

Product Expert, iContact

Leslie O'Flahavan

Leslie O'Flahavan

Founding Partner , E-WRITE

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Lori Carr

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Mark Lewis

Editor, Call Centre Focus

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Mark Stanley

Senior Principal Business Consultant, Genesys

Marta Kelsey

Marketing and Community Director, ICMI

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Max Ball

Director of Solutions Marketing, Genesys

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Melissa Kovacevic

Melissa Kovacevic

Contact Center and Customer Engagement Consultant

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Michael Pace

Director of Customer Support, Constant Contact

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Nancy Porte Headshot

Nancy Porte

Vice President of Customer Experience, Verint

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Nikki Gresham

Supervisor, Workforce Planning, Assurant Solutions

Peggy Carlaw

Phillip Crowe

Social Media Director, Global Response

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Rachel Ostafi

Senior Marketing Manager, ICMI

Rajeev Venkat, Verint

Rajeev Venkat

Senior Director, Solutions Marketing, Verint

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Rebecca Gibson

Strategic Consultant, Interactive Intelligence

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Robert Stevenson

President and Founder of Seeking Excellence

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Rose Polchin

Rose Polchin

Senior Consultant, ICMI

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Scott Engman

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Shep Hyken

Chief Amazement Officer, Shephard Presentations

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Susan Langwell

ICMI Certified Consultant, ICMI

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Tanesha Bailey

Tanesha Bailey

Product Specialist, iContact

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Terri Pennypacker

Terri Pennypacker

Senior CRM Marketing Manager, Pegasystems

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The Editors

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Tom Coleman

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