Brad Cleveland - Brad Cleveland

Calibration Is Key to Improving Quality

Feb 2, 2015 | Call Center, Contact Center, Customer Service, Quality Management

Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect of understanding and continually improving the quality of service you deliver. A high level of calibration...

5 Secrets of Accurate Scheduling in a Multichannel Contact Center

Jan 27, 2015 | Call Center, Contact Center, Customer Service, Multi-channel Support, Uncategorized, Videos, Workforce Management

Creating Mobile Services? Get the Contact Center Involved Early

Jan 20, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Mobile, Multi-channel Support, Videos

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

Jan 16, 2015 | Call Center, Contact Center, Customer Service

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...

Leaders Need to Spend Time on the Frontline

Jan 9, 2015 | Customer Service, Leadership, Organization and Culture, Videos