Call Center - Brad Cleveland

“You have to serve…like nobody else does.”

Feb 17, 2015 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

Here’s a quotation worth discussing with your team. “Manufacturers are struggling all over the place to call themselves a manufacturer, when in reality there’s a firm in Korea, China, India copying their product with incredible detail. Today, what you have...

How Long Will Your Customers Wait for Service?

Feb 13, 2015 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, Videos, Workforce Management

Consumer vs. Corporate Perception – A Clear Disconnect

Feb 10, 2015 | Call Center, Contact Center, Customer Experience, Customer Service, Customer Surveys, Leadership, Research/Statistics

Clearly, there’s still work to be done in how organizations assess their ability to meet customer expectations. Consumer Perception (2014 Consumer): Do you feel that the customer service departments of today’s companies generally meet your needs and...

Staffing for Mobile Services

Feb 5, 2015 | Call Center, Contact Center, Customer Service, Mobile, Videos, Workforce Management

Calibration Is Key to Improving Quality

Feb 2, 2015 | Call Center, Contact Center, Customer Service, Quality Management

Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect of understanding and continually improving the quality of service you deliver. A high level of calibration...

5 Secrets of Accurate Scheduling in a Multichannel Contact Center

Jan 27, 2015 | Call Center, Contact Center, Customer Service, Multi-channel Support, Uncategorized, Videos, Workforce Management