CSR - Brad Cleveland

Understanding the “Power of One”

Mar 1, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Quality Management, Workforce Management

Last week’s Contact Center Insider, ICMI’s weekly e-newsletter, includes an article I wrote “Understanding the ‘Power of One’ – As Important as Ever.” While we know the impact each agent has on individual customers and the subsequent publicity (good or bad) that can...

Motivation and Engagement: Your Leadership Matters

Jun 24, 2015 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

Angry Customers? “…meet them where they are”

Jun 11, 2015 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Quality Management

Here’s a great quote to discuss at your next team meeting: “It’s easy to accept the easy customer. But as Morantz [Craig Morantz] aptly points out, you will always deal with angry, bitter, frightened and emotional customers. Acceptance is not judging...

Empowering Agents with the Right Information and Training

Jun 12, 2014 | Call Center, Contact Center, Customer Service, Organization and Culture, Quality Management, Videos

Every CSR Needs to Understand Their Importance

Aug 30, 2013 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Videos