Contact Center - Brad Cleveland

The Essential Role of Today’s Front Line Managers

Apr 26, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Rewind the clock about ten years, and you’d find top level managers in many organizations, along with most industry pundits, predicting that front line managers (a.k.a. supervisors) would become less important in contact centers, and that their numbers would begin to...

Boosting the Strategic Value of Your Customer Service Operation

Apr 19, 2016 | Call Center, Contact Center, Customer Service, Leadership, Videos

The Single Customer View – Myth or Reality

Apr 14, 2016 | Call Center, Contact Center, Customer Service, Leadership, Multi-channel Support, Workforce Management

“Is the Single Customer View a realistic ambition or just a pipe dream talked about at conferences?” That’s the question asked in the latest CCE Board of Experts “ask the experts” article by Hannah Brewer. Note: This article is no longer available. You can find...

The Best Managed Contact Centers: #10 – They Build an Effective Organization

Apr 12, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Successful contact center leaders design an organizational structure that facilitates collaboration among and across job roles and business units. They tap into the principles of good organizational design and revisit their structure often. They continually work on...

The Influencers Customer Service Report

Apr 8, 2016 | Call Center, Contact Center, Customer Service, Leadership

Recently, I was reminded about a report that OneReach put together in October. They asked 63 customer service influencers to answer the question “What’s the best way to improve customer service?” The resulting report provides food for thought from multiple...