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Insight directly from Brad on customer experience, employee engagement, contact center management and customer service leadership.

Yearly Archives: 2011

December 7, 2011

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...

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November 12, 2011

Thriving Customer Relationships

What’s the formula for success in the new era of customer relationships? Boiled (waaayyy) down: 1. Connect. Listen to your customers, wherever they are, in...

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October 1, 2011

The Measures Every Contact Center (Call Center) Should Have

The Measures Every Contact Center Should Have By Brad Cleveland These key categories of measures and objective are as important for Facebook and Twitter interactions...

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September 13, 2011

Trends We are Watching: Call Centers are in a Growth Mode

Call centers (contact centers) are growing. Here are a few samples of recent news stories: WLBZ2, Maine: http://tinyurl.com/3lcf93c Times and Transcript, New Brunswick:  http://tinyurl.com/3dnfm4r ABC...

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September 1, 2011

The New Era of Customer Relationships: Are You Ready?

We are seeing the emergence of the greatest customer movement in history.  Is your organization ready?  Are you ready? Studies reveal that the vast majority...

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August 15, 2011

Shaping Your Customer Access Strategy for Social Media

(Note, a full version of this post recently appeared in ICMI’s Global Report on Call Center Practices.  To subscribe, see link at bottom.) While social media projects often...

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August 1, 2011

Perspective on First Call Resolution

First-call resolution (FCR) is an increasingly popular performance measure in customer contact environments. And that’s a good thing: Unresolved contacts are a common source of...

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July 15, 2011

Leading organizations are restructuring for better service

Many organizations are restructuring so that all channels of contact with customers are under the same management umbrella.  This is causing enormous internal structural change...

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July 1, 2011

History’s Most Powerful Consumer Movement?

Some believe we are seeing the emergence of the greatest consumer movement in history. I agree. Studies suggest that the vast majority of consumers now...

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June 30, 2011

The Tough Economy is Forcing Critical Thinking

Making the right decisions requires both intuition and discipline. Although you can’t boil leadership – that’s of course what we’re really talking about – down...

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May 20, 2011

The Power of Good Questions

Are we headed in the right direction? Do our priorities make sense? What would you do if you were in our shoes? At ICMI, we...

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April 29, 2011

Consistent Performance

If your organization is seeing call center workload patterns that are somewhat different than in similar historical months and years, you’re not alone. And the...

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