Call Center - Brad Cleveland

The Best Managed Contact Centers: #8 — They Leverage Technology to Support and Further Their Mission

by bradcleveladev | Feb 28, 2019 | Call Center, Contact Center, Customer Service, Leadership

New technologies are not passive — they are changing customer expectations, causing reallocations of resources, creating power shifts in organizations, and changing the responsibilities of agents and managers. The best contact centers identify the technologies that...

5 Secrets of Accurate Scheduling in Today’s Contact Center

by bradcleveladev | Feb 21, 2019 | Call Center, Contact Center, Customer Service, Multi-channel Support, Videos, Workforce Management

The Best Managed Contact Centers: #7 – They View the Contact Center as a Total Process  

by bradcleveladev | Feb 14, 2019 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Multi-channel Support, Quality Management

Contact centers that consistently get the best results view the operation as a total process. This viewpoint takes many forms: Ensure that everyone in the contact center, and those with key supporting roles outside the center, have a basic understanding of how contact...

Establishing an Overall Objective for Quality Service

by bradcleveladev | Feb 7, 2019 | Call Center, Contact Center, Customer Service, Quality Management

Is it a good idea to establish an overall measure of quality service? I believe so, but there are some cautions, and some traps to avoid. Learn more about how to best choose an overall objective in the video below from my LinkedIn Learning course “Quality...

Leaders Need to Spend Time on the Frontline

by bradcleveladev | Jan 23, 2019 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

The Best-Managed Contact Centers: #6 – They Leverage the Key Statistics

by bradcleveladev | Jan 18, 2019 | Call Center, Contact Center, Customer Service, Leadership, Research/Statistics

Contact center measurements are plentiful and it’s easy to get buried in information. The contact centers that get the best results from using their reports and information have several things in common: They focus on a relatively small number of measures and...