leadership - Brad Cleveland

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.

New ebook (free), ICMI’s Guide to Contact Center Metrics

Nov 3, 2015 | Call Center, Contact Center, Customer Service, Leadership, Research/Statistics

I recently co-authored an eBook with Justin Robbins for ICMI and Five9. ICMI’s Guide to Contact Center Metrics provides organizations with actionable insights to deliver improved efficiency and customer satisfaction by aligning strategic goals with...

The Edge of Service® Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink

Oct 29, 2015 | Call Center, Contact Center, Customer Service, Leadership, Multi-channel Support, Organization and Culture, The Edge of Service

The Edge of Service® Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink Imagine dropping onto Earth from another planet. Your task is to explore our economy—jobs, what we produce, and how we hire and train people for those roles. You’re not...

Building a Customer Service Ecosystem

Oct 20, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Multi-channel Support, Videos

Customer experience is not a program, a department, a contact center, self-service capability, or CRM system—it’s much more. It’s an ecosystem, comprised of many components that must seamlessly work together. It’s the result of a culture and approach that spans the...

Align the Organization to Deliver the Best Possible Customer Experience

Oct 14, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture, Videos