Brad Cleveland - Brad Cleveland

Expert Insight from ICMI Thought Leaders

Mar 28, 2017 | Call Center, Contact Center, Customer Service, Leadership, Research/Statistics

ICMI recently put together the e-book Expert Insights on 8 of your Biggest Contact Center Challenges, featuring the ICMI Top 50 Thought Leaders. You’ll find thoughtful guidance on topics ranging from employee engagement to VOC data to defining quality....

Videos to Spark Discussion

Mar 22, 2017 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Are you looking for a way to incorporate long-term improvement into your team meetings? Take a few minutes during your next team meeting to watch a brief video on customer service and then discuss it as a group. Too often team meetings focus on urgent problems at the...

Improving the Accuracy of Schedules

Mar 16, 2017 | Call Center, Contact Center, Customer Service, Multi-channel Support, Videos, Workforce Management

Three Major Customer Service Trends

Mar 14, 2017 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Mobile, Multi-channel Support, The Edge of Service

We are well into 2017. How’s it going? Take a minute to reflect on how customer service continues to evolve at your organization. If you missed the December issue of my Edge of Service™ Newsletter, you might enjoy reading about three predictions that I...

Cutting Costs with Minimum Impact on Customers

Mar 8, 2017 | Call Center, Contact Center, Customer Service, Leadership, Videos