Contact Center - Brad Cleveland

Should We Have Objectives for Abandonment?

Dec 8, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Videos, Workforce Management

Does Your Executive Team Understand Staffing Tradeoffs?

Dec 4, 2015 | Call Center, Contact Center, Customer Service, Leadership, Workforce Management

Are you working through difficult discussions related to resources and budget? Just remember, contact centers must handle most customer-related work as it happens, so resource mismatches quickly results in big problems. It’s essential that those making decisions have...

Improving ROI on Quality Monitoring

Dec 1, 2015 | Call Center, Contact Center, Customer Service, Leadership, Quality Management, Videos

Innovative Hiring Practices

Nov 12, 2015 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Here are samples of things different organizations are doing to find, attract and hire the people they need: Zappos offers new employees payments equivalent to one month’s salary to leave. This helps ensure that those who stay truly want to be there. In...

Recent WebTV Interview on Contact Center Measures

Nov 10, 2015 | Call Center, Contact Center, Customer Service, Leadership, Workforce Management

I recently appeared on Laura Sikorski’s WebTV show Sikorski’s Think Abouts. In this interview-style 15-minute video, we discuss 7 measures every contact center should use and provide guidance on how to interpret operational reports.