leadership - Brad Cleveland

The Best-Managed Contact Centers: #2 – They Have a Supporting Culture

Jan 5, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Characteristic #2: They Have a Supporting Culture Culture — the inveterate principles or values of the organization — tends to guide behavior, and can either support and further or, as some have learned the hard way, ruin the best-laid plans for organizational...

The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right

Dec 22, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Leadership, Mobile, Multi-channel Support, Research/Statistics, The Edge of Service

The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right There are an estimated 7 billion active mobile phone subscriptions today—one for every living person on the planet, according to the International Telecommunication Union (ITU). Of...

Building Cross-Functional Processes

Dec 11, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Organization and Culture

Many centers have charged a person or a group of people with essential planning responsibilities, i.e., forecasting, staffing and scheduling. As a part of their job, they are given the task of collecting information required for these activities. But if they...

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