Call Center - Brad Cleveland

Should We Have a Chief Customer Officer?

Apr 15, 2014 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

Forecasting and Staffing for New Channels

Apr 11, 2014 | Call Center, Contact Center, Customer Service, Mobile, Multi-channel Support, Workforce Management

As mobile and social open up new channels and new types of contacts, it’s critical to forecast and staff for evolving workloads. Mobile and social impact staffing resources, and different types of interactions each require a specific approach to resource planning. The...

Today’s Contact Center – The Internal Engine that Engages Social Communities

Apr 8, 2014 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Leadership, Social Media, Videos

Shaping Your Mobile Customer Service Strategy

Apr 4, 2014 | Call Center, Contact Center, Customer Service, Mobile

Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services, but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. Here’s a guide...

Quality Management Across Channels

Apr 2, 2014 | Call Center, Contact Center, Customer Service, Organization and Culture, Quality Management

As you role out the new channels made possible through mobile and social ecosystems, it’s important to uphold a strategy of quality management across all channels. The well-worn practices of monitoring, coaching and quality improvement for traditional channels should...