Workforce Management - Brad Cleveland

Caution: Don’t View Contact Center Performance Measures in Isolation

Jan 20, 2017 | Call Center, Contact Center, Customer Service, Leadership, Workforce Management

Consider a few examples that illustrate the interrelated nature of contact center performance measures: Cost per contact going down may actually be a bad sign. Viewed alone, a dropping cost per contact would seem like a positive indication. However, if errors and...

5 Secrets of Accurate Scheduling in Today’s Contact Center

Dec 14, 2016 | Call Center, Contact Center, Customer Service, Videos, Workforce Management

Service Level: Realistic Targets, Taken Seriously

Dec 8, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Workforce Management

If your operation is chronically missing your service level target, it may be an indication of a fundamental misconception about the importance of service level. You’ll need to focus on a service level objective that your center can realistically achieve. Once...

Does Your Executive Team Understand Staffing Tradeoffs?

Nov 18, 2016 | Call Center, Contact Center, Customer Service, Leadership, Workforce Management

Are you working through difficult discussions related to resources and budget? Just remember, contact centers must handle most customer-related work as it happens, so resource mismatches quickly results in big problems. It’s essential that those making decisions have...

The Measures Every Contact Center Should Have

Oct 27, 2016 | Call Center, Contact Center, Customer Service, Leadership, Workforce Management

Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully. But there’s a significant inherent challenge, which has only become more difficult with the introduction of new channels...

Revisiting Your Service Level Objective

Sep 23, 2016 | Call Center, Contact Center, Customer Access Strategy, Leadership, Videos, Workforce Management