Contact Center - Brad Cleveland

Rules of the Road for Recruiting and Hiring

Aug 28, 2014 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Quality Management, Videos

Social Media Presence vs. Social Media Customer Care

Aug 15, 2014 | Call Center, Contact Center, Customer Service, Multi-channel Support, Research/Statistics, Social Media

According to ICMI’s recent research report The Normalization of Social Customer Care, 73% of organizations report having a social media presence, but only 39% formally support it as a customer care channel. That leaves 34% of organizations with a presence, but without...

The Demand for Our Time Leads to Disengagement

Aug 7, 2014 | Call Center, Contact Center, Leadership, Organization and Culture, Research/Statistics

A widely-circulated article with the provocative title, “Why You Hate Work,” summarized the results of a recent study from The Energy Project. In it, authors Tony Schwartz and Christine Porath provide this snapshot: “Just 30 percent of employees in America feel...

What Are Your Customers' Priorities?

Jul 31, 2014 | Call Center, Contact Center, Customer Service, Customer Surveys

In a recent survey conducted by IntelliResponse, customers chose efficiency over personalization. Of the 1,000 US online consumers who were surveyed, 59% said they want a transactional relationship in which they receive efficient service (versus 24% who want a...

Three Questions that Help Define Contact Center Workload

Jul 23, 2014 | Call Center, Contact Center, Customer Service, Workforce Management

One of the tenants of running an effective contact center is that you forecast and manage the totality of the center’s workload. Even in organizations that do a good job of handling primary contact channels, we too often find subsets of work that are unexpected,...