Leadership - Brad Cleveland

Staying in the Know

Sep 30, 2013 | Leadership

How do you keep up? According to a recent IDC report, the digital universe will grow by a factor of 300 from 2005 to 2020, from 130 exabytes to 40,000 exabytes (John Gantz and David Reinsel, in “The Digital Universe in 2020,” IDC, December 2012.) The...

Creating an Engaging Culture

Sep 18, 2013 | Leadership, Organization and Culture

Johann Wolfgang Von Goethe once said, “Instruction does much, but encouragement does everything.” Many studies bolster this view, showing a strong link between engaged employees and higher levels of productivity and profitability. (In just one example,...

Communicating with Senior Management

Aug 23, 2013 | Call Center, Contact Center, Leadership, Videos

The Contact Center’s Opportunity to Deliver Strategic Value

Dec 7, 2011 | Call Center, Contact Center, Leadership

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. Consider the value when the contact center: Helps operational areas or...

The Measures Every Contact Center (Call Center) Should Have

Oct 1, 2011 | Call Center, Contact Center, Leadership

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 as they are for traditional contact channels. Establishing the right measures and objectives is one of...

Perspective on First Call Resolution

Aug 1, 2011 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership

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 customer dissatisfaction, and the organization tends to incur many additional expenses...