Workforce Management - Brad Cleveland

Improving the Accuracy of Schedules

Sep 15, 2015 | Call Center, Contact Center, Customer Service, Multi-channel Support, Videos, Workforce Management

Skills-Based Routing: Effective Resource Planning Is Vital

Aug 25, 2015 | Call Center, Contact Center, Customer Service, Videos, Workforce Management

How Will the Internet of Things Impact Contact Centers?

Aug 13, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Multi-channel Support, Workforce Management

As more smart devices become connected to the Internet, you can expect increasing impact on contact centers—beginning with the amount of data streaming into service operations. This will add to the workload of reporting and analytics teams, but will also put more...

7 Suggestions for Improving Schedule Adherence

Aug 11, 2015 | Call Center, Contact Center, Customer Service, Workforce Management

The Problem with Daily Averages (and the Solution)

May 28, 2015 | Call Center, Contact Center, Customer Service, Leadership, Videos, Workforce Management

Should We Have Objectives for Abandonment?

May 22, 2015 | Call Center, Contact Center, Customer Service, Videos, Workforce Management