Contact Center - Brad Cleveland

Secrets to Better Scheduling Results

Jul 14, 2016 | Call Center, Contact Center, Customer Service, Workforce Management

The very forces that are making scheduling difficult — more complex products and services, additional contact channels, faster pace of change, and the need for diverse agent skills — are creating an environment in which accurate scheduling is absolutely essential....

Motivation and Engagement: Your Leadership Matters

Jul 6, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

Tighten Up Your AHT Projections

Jun 29, 2016 | Call Center, Contact Center, Customer Service, Workforce Management

Average handling time, like the volume of contacts, must be incorporated into planning by the half hour. Assuming the same average handling time all day for forecasting purposes will not reflect the environment accurately. Some relatively simple analysis can go a...

3 Ways the Contact Center Contributes to Customer Experience

Jun 28, 2016 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Videos

Hot Topic’s “Daily Huddle”

Jun 24, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

A few years back, fashion retailer Hot Topic won first place in an ICMI video contest for a creative portrayal of their “secret to service success,” a daily communications huddle. In it, they compare the daily meeting, which keeps employees up to date, to...