Call Center - Brad Cleveland

Insight on Bots, Human Agents and the Future of Customer Service

Apr 16, 2019 | Call Center, Contact Center, Customer Experience, Customer Service, Self-service

Recently, I was interviewed by Convo, a publication of NewVoiceMedia. The focus of the interview was on the impact of bots and AI, the continued need for human interaction, and the changes taking place in customer service. Take a few minutes to read the interview and...

Offer More Consistent Customer Service with Accurate Workload Forecasts

Apr 5, 2019 | Call Center, Contact Center, Customer Service, Workforce Management

Everything to do with getting resources right in a contact center begins with predicting what the workload will be. Workload is what leads to how many agents are hired, what your schedule should look like, the number of work stations you need, even how many snacks are...

Managing Customer Feedback – as It Happens

Mar 28, 2019 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership

An important aspect of building customer relationships is managing customer feedback. This includes both short- and long-term objectives: it involves responding to feedback as it happens and collecting and analyzing feedback from many customers to look for recurring...

7 Suggestions for Improving Schedule Adherence

Mar 26, 2019 | Call Center, Contact Center, Customer Service, Organization and Culture, Videos, Workforce Management

Employee Engagement Statistics

Mar 20, 2019 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Research/Statistics

Do you need to make the case for your efforts to improve employee engagement? These numbers may help: 51% of US workers are not engaged, while 17.5% are actively disengaged. (Source: Gallup) Compared with disengaged employees, highly engaged employees are 4.7x more...

The Strategic Value of Customer Service

Mar 13, 2019 | Call Center, Contact Center, Customer Service, Leadership

There are three levels on which effective customer service creates value: efficiency, customer satisfaction and loyalty, and strategic value. Only a small percent of organizations harness the true strategic potential of the insight that comes from customer service. In...