Contact Center - Brad Cleveland

Staffing for Weekends

Apr 5, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Workforce Management

Here’s an idea: If you’re a consumer-facing service operation and want to stand out from the crowd, be there for your customers on weekends. That’s when many are checking accounts, kicking around options for the renovation, paying utility bills, and booking that trip...

The Problem with Daily Averages (and the Solution)

Mar 31, 2016 | Call Center, Contact Center, Customer Service, Leadership, Videos, Workforce Management

The Best Managed Contact Centers: #9 – They Get the Budget and Support They Need

Mar 29, 2016 | Call Center, Contact Center, Customer Service, Leadership

Far too many contact centers are operating under the auspices of, “OK, here are the resources we’re willing to give you, and here’s what we want you to achieve …” That is the proverbial cart before the horse. Consider an analogy. Airlines...

The Definition of Customer Experience

Mar 18, 2016 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

This week, I was invited to share my definition of customer experience for CallCentre.co.uk by Hannah Brewer in her “ask the experts” article. You can read my response, as well as others, at their website. Note: This article is no longer available. You can find...

Cutting Costs with Minimum Impact on Customers

Mar 16, 2016 | Call Center, Contact Center, Customer Service, Leadership, Videos