workforce management - Brad Cleveland

Understanding Contact Drivers

Sep 22, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Workforce Management

(Note: The following is part of a new eBook from ICMI on contact center metrics, which will be released in October. Check back for announcements on availability.) Executives of a business-to-business company that provides HR and payroll services met to discuss service...

Improving the Accuracy of Schedules

Sep 15, 2015 | Call Center, Contact Center, Customer Service, Multi-channel Support, Videos, Workforce Management

Skills-Based Routing: Effective Resource Planning Is Vital

Aug 25, 2015 | Call Center, Contact Center, Customer Service, Videos, Workforce Management

How Will the Internet of Things Impact Contact Centers?

Aug 13, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Multi-channel Support, Workforce Management

As more smart devices become connected to the Internet, you can expect increasing impact on contact centers—beginning with the amount of data streaming into service operations. This will add to the workload of reporting and analytics teams, but will also put more...

7 Suggestions for Improving Schedule Adherence

Aug 11, 2015 | Call Center, Contact Center, Customer Service, Workforce Management