leadership - Brad Cleveland

The Problem with Daily Averages (and the Solution)

May 28, 2015 | Call Center, Contact Center, Customer Service, Leadership, Videos, Workforce Management

Contact Centers in a Connected World – Celebrating the Past 30 Years

May 12, 2015 | Call Center, Contact Center, Customer Service, Leadership, Research/Statistics, Videos

Keeping Up with Customer Service Changes

Apr 23, 2015 | Call Center, Contact Center, Customer Service, Leadership, Videos

The Changing Role of Supervisors

Apr 16, 2015 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Studies from ICMI and others suggest there are more supervisors today – proportionally and in real numbers – than ever. With today’s developments – emerging channels, proliferation of social media, the competitive importance of customer relationships, and the wide...

A Way of Doing Business

Mar 26, 2015 | Call Center, Contact Center, Customer Service, Leadership

One of the most important leadership priorities 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. It’s what will...