benchmarks - Brad Cleveland

Interpreting Benchmarks

Aug 22, 2018 | Call Center, Contact Center, Customer Service, Leadership, Videos

Interpreting Benchmarks

Mar 22, 2018 | Call Center, Contact Center, Customer Service, Customer Surveys, Leadership, Research/Statistics, Videos

Interpreting Benchmarks

May 4, 2017 | Call Center, Contact Center, Customer Service, Leadership, Research/Statistics, Videos

New ebook (free), ICMI’s Guide to Contact Center Metrics

Nov 3, 2015 | Call Center, Contact Center, Customer Service, Leadership, Research/Statistics

I recently co-authored an eBook with Justin Robbins for ICMI and Five9. ICMI’s Guide to Contact Center Metrics provides organizations with actionable insights to deliver improved efficiency and customer satisfaction by aligning strategic goals with...

Be Careful When Interpreting Benchmarks

Apr 7, 2015 | Call Center, Contact Center, Customer Service, Research/Statistics, Videos