Call Center - Brad Cleveland

Improving the Accuracy of Schedules

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

10 Things Executives Should Know About Contact Centers

Sep 9, 2015 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

A prerequisite to getting good support from senior management is that they have at least a basic understanding of what contact centers do. To fulfill their potential, customer contact centers need commitment and involvement from the top. And a prerequisite to getting...

The Secret to a Great Customer Service Operation

Sep 1, 2015 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

The 12 Principles of Customer Relationships

Aug 27, 2015 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

The principles behind building strong customer relationships are as important as ever in today’s hyper-connected economy. Evolving customer expectations, social communities, new channels and other developments have not changed the fundamentals. These 12...

Skills-Based Routing: Effective Resource Planning Is Vital

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

Customer Service and Contact Center Statistics

Aug 20, 2015 | Call Center, Contact Center, Customer Experience, Customer Service, Research/Statistics

Are you looking for meaningful customer experience and contact center statistics? We put together a compilation that can help you make a case for great service. You can find it in the Statistics area of our website—and be sure to check back, because we’ll be updating...