Contact Center - Brad Cleveland

The Components of a Good Forecast

Apr 19, 2013 | Call Center, Contact Center, Videos

Efficiency vs. Business Value

Apr 12, 2013 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Videos

The Two Key Agent Performance Objectives

Apr 5, 2013 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Videos

Establishing the Right Measures and Objectives

Mar 29, 2013 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Videos

Why Do We Need Good Service Across The Board?

Mar 22, 2013 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Videos

Mobile Customer Service: New Statistics from ICMI

Mar 6, 2013 | Call Center, Contact Center, Customer Experience, Customer Relationships, Mobile

Where are organizations in providing mobile customer service? According to a recent ICMI (International Customer Management Institute) study of contact center professionals, only 25% of companies currently have a mobile customer service strategy in place, while 33%...