Contact Center - Brad Cleveland

Adherence to Schedule Tips

Sep 12, 2019 | Call Center, Contact Center, Customer Service, Workforce Management

Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to handle contacts as scheduled. However, to ensure your approach is supporting the culture you...

The Power of Employee Engagement

Sep 5, 2019 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

The impact of employee engagement is incredible. In fact, engaged employees are four times more likely than non-engaged employees to go beyond what’s expected of them according to the Temkin Group, a US firm focused on customer experience. Other studies show...

Building a Culture of Engaged Employees

Aug 14, 2019 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

Article on Customer Service Trends

Aug 2, 2019 | Call Center, Contact Center, Customer Service, Leadership, Multi-channel Support, Research/Statistics, Social Media

Sam Del Rowe recently wrote an article for www.destinationcrm.com titled “The Top Customer Service Trends: Building Better Service Beyond Voice.” In the article, Mike de la Cruz of Directly and I provide insight into artificial intelligence (AI), omnichannel...

Gauge the Effectiveness of Your Customer Service Strategy

Jul 25, 2019 | Call Center, Contact Center, Customer Service, Leadership

Is there a secret to ensuring that your customer service strategy is effective? Are there common denominators among organizations getting the best results? I’ve observed four key factors that you can use to take inventory and get a good sense of how well your...