Customer Service - Brad Cleveland

Tighten Up Your AHT Projections

Jun 29, 2016 | Call Center, Contact Center, Customer Service, Workforce Management

Average handling time, like the volume of contacts, must be incorporated into planning by the half hour. Assuming the same average handling time all day for forecasting purposes will not reflect the environment accurately. Some relatively simple analysis can go a...

3 Ways the Contact Center Contributes to Customer Experience

Jun 28, 2016 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Videos

Hot Topic’s “Daily Huddle”

Jun 24, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

A few years back, fashion retailer Hot Topic won first place in an ICMI video contest for a creative portrayal of their “secret to service success,” a daily communications huddle. In it, they compare the daily meeting, which keeps employees up to date, to...

Traits of Engaged Employees

Jun 21, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

The National Business Research Institute (NRBI) identifies six traits engaged employees have in common, including: They believe in their organization. They have the desire to work to make things better. They understand the business context and big picture. They are...

Communicating Access Alternatives to Customers

Jun 15, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Videos

Recent Statistics on Employee Engagement

Jun 9, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Here are some recent statistics that we gathered for the latest issue of The Edge of Service. Compared with disengaged employees, highly engaged employees are more than 4X as likely to recommend the company’s products and services and do something good for the...