Brad Cleveland

Guidance for Customers

During a time when customer service wait times are longer than usual, here’s a short broadcast that played in local TV markets:

September 19, 2019

Contact Center Future Shock: Channels May Become Part of Our Past

Recently, I was reminded of this brief interview that I recorded with Jim Rembach of...

August 14, 2019

Building a Culture of Engaged Employees

Cutting Costs with Minimum Impact on Customers

The Problem with Daily Averages (and the Solution)

Motivation and Engagement: Your Leadership Matters

Culture as a Leadership Responsibility

7 Suggestions for Improving Schedule Adherence

February 21, 2019

5 Secrets of Accurate Scheduling in Today’s Contact Center

January 23, 2019

Leaders Need to Spend Time on the Frontline

December 19, 2018

Aligning the Organization to Deliver the Best Possible Customer Experience

November 15, 2018

Skills-Based Routing: 5 Common Problems You Can Avoid