Comments for Brad Cleveland http://www.bradcleveland.com Helping Your Organization Thrive in a New Era of Customer Relationships Fri, 13 Jan 2012 05:19:45 +0000 hourly 1 http://wordpress.org/?v=3.3.1 Comment on Perspective on First Call Resolution by What Is Call Resolution? | Call Center Cafe http://www.bradcleveland.com/uncategorized/perspective-on-first-call-resolution#comment-10 What Is Call Resolution? | Call Center Cafe Fri, 13 Jan 2012 05:19:45 +0000 http://bradcleveland.com/blog/?p=82#comment-10 [...] = '';} } Four Steps to Improving First Call ResolutionPerspective on First Call Resolution if( navigator.userAgent.match(/Android/i) || navigator.userAgent.match(/webOS/i) || [...] [...] = '';} } Four Steps to Improving First Call ResolutionPerspective on First Call Resolution if( navigator.userAgent.match(/Android/i) || navigator.userAgent.match(/webOS/i) || [...]

]]> Comment on The Contact Center’s Opportunity to Deliver Strategic Value by The Contact Center’s Opportunity to Deliver Strategic Value | Serve4impact: designing design driven operations | Scoop.it http://www.bradcleveland.com/uncategorized/the-contact-centers-opportunity-to-deliver-strategic-value#comment-9 The Contact Center’s Opportunity to Deliver Strategic Value | Serve4impact: designing design driven operations | Scoop.it Fri, 09 Dec 2011 19:12:58 +0000 http://www.bradcleveland.com/?p=482#comment-9 [...] The Contact Center’s Opportunity to Deliver Strategic Value By harnessing what’s learned from interacting with customers, contact centers (call centers) have enormous potential to provide valuable intelligence and support to other parts of the company. Source: www.bradcleveland.com [...] [...] The Contact Center’s Opportunity to Deliver Strategic Value By harnessing what’s learned from interacting with customers, contact centers (call centers) have enormous potential to provide valuable intelligence and support to other parts of the company. Source: http://www.bradcleveland.com [...]

]]> Comment on The Measures Every Contact Center (Call Center) Should Have by The Measures Every Contact Center (Call Center) Should Have – The Brad Cleveland Files « Serve4Impact http://www.bradcleveland.com/uncategorized/the-measures-every-contact-center-call-center-should-have#comment-8 The Measures Every Contact Center (Call Center) Should Have – The Brad Cleveland Files « Serve4Impact Wed, 14 Sep 2011 05:11:22 +0000 http://bradcleveland.com/blog/?p=149#comment-8 [...] The Measures Every Contact Center (Call Center) Should Have – The Brad Cleveland Files. [...] [...] The Measures Every Contact Center (Call Center) Should Have – The Brad Cleveland Files. [...]

]]> Comment on The Measures Every Contact Center (Call Center) Should Have by The Measures Every Contact Center (Call Center) Should Have – The Brad Cleveland Files | Designing designed customer service | Scoop.it http://www.bradcleveland.com/uncategorized/the-measures-every-contact-center-call-center-should-have#comment-7 The Measures Every Contact Center (Call Center) Should Have – The Brad Cleveland Files | Designing designed customer service | Scoop.it Tue, 13 Sep 2011 19:58:20 +0000 http://bradcleveland.com/blog/?p=149#comment-7 [...] The Measures Every Contact Center (Call Center) Should Have – The Brad Cleveland Files Source: bradcleveland.com [...] [...] The Measures Every Contact Center (Call Center) Should Have – The Brad Cleveland Files Source: bradcleveland.com [...]

]]> Comment on Perspective on First Call Resolution by Susan Saldibar http://www.bradcleveland.com/uncategorized/perspective-on-first-call-resolution#comment-6 Susan Saldibar Mon, 03 May 2010 16:56:23 +0000 http://bradcleveland.com/blog/?p=82#comment-6 Thanks for the insight on FCR. Yes it's a popular metric these days, but like so many metrics, FCR is connected to other performance attributes in the center. It should fall out of a higher goal, not become a goal in and of itself. Thanks for making this clear. Thanks for the insight on FCR. Yes it’s a popular metric these days, but like so many metrics, FCR is connected to other performance attributes in the center. It should fall out of a higher goal, not become a goal in and of itself. Thanks for making this clear.

]]> Comment on Perspective on First Call Resolution by Houdong http://www.bradcleveland.com/uncategorized/perspective-on-first-call-resolution#comment-5 Houdong Mon, 08 Mar 2010 01:39:07 +0000 http://bradcleveland.com/blog/?p=82#comment-5 Hi Brad, It's great to be able to read your insight again. FCR is truly a heated topic among call centers. Yet, lots of people still don't know how to define, measure, analyze and yield true value from it. Interestingly, the question they ask the most here in China is how should we configure the system to do it for us. Hi Brad,

It’s great to be able to read your insight again. FCR is truly a heated topic among call centers. Yet, lots of people still don’t know how to define, measure, analyze and yield true value from it. Interestingly, the question they ask the most here in China is how should we configure the system to do it for us.

]]> Comment on And Now for Some… ahem… Breaking News… by Call Center Outsource http://www.bradcleveland.com/uncategorized/and-now-for-some-ahem%e2%80%a6-breaking-news#comment-3 Call Center Outsource Tue, 23 Feb 2010 06:36:47 +0000 http://bradcleveland.com/blog/?p=14#comment-3 I agree. I wish companies didn't have to wait for a financial meltdown before they thought of improving their relations with their customers. Nonetheless, this is great news and it's definitely a good read. I agree. I wish companies didn’t have to wait for a financial meltdown before they thought of improving their relations with their customers. Nonetheless, this is great news and it’s definitely a good read.

]]> Comment on Perspective on First Call Resolution by Philippine Outsourcing http://www.bradcleveland.com/uncategorized/perspective-on-first-call-resolution#comment-4 Philippine Outsourcing Tue, 09 Feb 2010 03:09:16 +0000 http://bradcleveland.com/blog/?p=82#comment-4 Thanks for posting this very interesting and informative post. Thanks for posting this very interesting and informative post.

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