Call Center - Brad Cleveland

Consumer vs. Corporate Perception – A Clear Disconnect

Feb 10, 2015 | Call Center, Contact Center, Customer Experience, Customer Service, Customer Surveys, Leadership, Research/Statistics

Clearly, there’s still work to be done in how organizations assess their ability to meet customer expectations. Consumer Perception (2014 Consumer): Do you feel that the customer service departments of today’s companies generally meet your needs and...

Staffing for Mobile Services

Feb 5, 2015 | Call Center, Contact Center, Customer Service, Mobile, Videos, Workforce Management

Calibration Is Key to Improving Quality

Feb 2, 2015 | Call Center, Contact Center, Customer Service, Quality Management

Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect of understanding and continually improving the quality of service you deliver. A high level of calibration...

5 Secrets of Accurate Scheduling in a Multichannel Contact Center

Jan 27, 2015 | Call Center, Contact Center, Customer Service, Multi-channel Support, Uncategorized, Videos, Workforce Management

Creating Mobile Services? Get the Contact Center Involved Early

Jan 20, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Mobile, Multi-channel Support, Videos

Caution: Don’t View Contact Center Performance Measures in Isolation

Jan 16, 2015 | Call Center, Contact Center, Customer Service

Consider a few examples that illustrate the interrelated nature of contact center performance measures: Cost per contact going down may actually be a bad sign. Viewed alone, a dropping cost per contact would seem like a positive indication. However, if errors and...