workforce management - Brad Cleveland

The Single Customer View – Myth or Reality

Apr 14, 2016 | Call Center, Contact Center, Customer Service, Leadership, Multi-channel Support, Workforce Management

“Is the Single Customer View a realistic ambition or just a pipe dream talked about at conferences?” That’s the question asked in the latest CCE Board of Experts “ask the experts” article by Hannah Brewer. Note: This article is no longer available. You can find...

The Problem with Daily Averages (and the Solution)

Mar 31, 2016 | Call Center, Contact Center, Customer Service, Leadership, Videos, Workforce Management

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...

How Long Will Your Customers Wait for Service?

Feb 4, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Videos, Workforce Management

The Best-Managed Contact Centers: #5 – They Have an Established, Collaborative Planning Process

Feb 2, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Workforce Management

Effective planning is a central theme in the best contact centers. A major objective of good planning is to get the right number of skilled people and supporting resources in place at the right times, doing the right things. But systematic planning accomplishes more...