leadership - Brad Cleveland

The Measures Every Contact Center Should Have

Oct 27, 2016 | Call Center, Contact Center, Customer Service, Leadership, Workforce Management

Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully. But there’s a significant inherent challenge, which has only become more difficult with the introduction of new channels...

The 12 Principles for Building Profitable Customer Relationships

Oct 20, 2016 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Lately, I’ve been asked, are these principles less important? Have evolving customer...

Boosting the Strategic Value of Customer Interaction

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

One of the most important leadership priorities in today’s economy is to ensure that your customer contact center delivers maximum strategic value to your organization. That, in turn, is what will get you the support you need from colleagues across the organization....

New Technology: Leadership Is Essential

Sep 27, 2016 | Call Center, Contact Center, Customer Service, Leadership, Multi-channel Support

New technologies are not passive — to get good results, they must be implemented with foresight and good planning. Effective leadership requires a multifaceted approach, and a few important recommendations come to mind: Keep your eyes on the prize. The purpose of any...

Leading a Distributed Team

Sep 13, 2016 | Call Center, Contact Center, Customer Service, Leadership, Videos