Contact Center - Brad Cleveland

Quality Standards: As many as you need, but as few as possible

Jan 23, 2020 | Call Center, Contact Center, Customer Service, Quality Management

Can you have too much of a good thing? Well that can certainly be true with quality standards. If you have way too many, your team will become numb to them. My recommendation is to establish as many quality standards as you need, but as few as possible. In one of my...

Time-Tested Tips for Handling Tough Contacts

Jan 16, 2020 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Organization and Culture

How equipped are your agents for those situations when something is going wrong? When customers are clearly upset? Here are some time-tested tips: If your organization messed up, acknowledge it in a sincere way—and in plain language. (How often as a customer do you...

Employee Engagement: A Key Metric in All Service Environments

Jan 9, 2020 | Call Center, Contact Center, Customer Service, Leadership, LinkedIn Learning, Organization and Culture, Research/Statistics

Employee engagement should be a key metric in all service environments. Research shows that employee engagement influences – even drives – customer satisfaction and loyalty. Retention, productivity, and quality are all strongly and positively correlated...

GM Leverages AI in Social Customer Care

Jan 8, 2020 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Mobile, Multi-channel Support, Social Media, Workforce Management

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver...

Contact Center Scheduling Can Be Creative and Collaborative

Jan 2, 2020 | Call Center, Contact Center, Customer Service, LinkedIn Learning, Workforce Management

It’s a new year and a great time to reflect on challenges in your contact center. Chances are that if you’ve managed a contact center for any length of time, organizing schedules has been one of them. But there is good news. Scheduling is creative....

Hands-on Leadership

Dec 11, 2019 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

One of the keys to high levels of employee engagement in contact centers – and the strong performance that follows – is hands-on involvement from the top. For example: Among other endeavors, Dan Gilbert is the founder and chairman of Quicken Loans, the...