Contact Center - Brad Cleveland

Adherence to Schedule Tips

Sep 1, 2016 | Call Center, Contact Center, Customer Experience, Customer Service, Organization and Culture, Quality Management, Workforce Management

Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to handle contacts as scheduled. However, to ensure your approach is supporting the culture you...

The Most Important Development in Customer Service

Aug 30, 2016 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Videos

Agent Performance Standards: Keep It Simple

Aug 23, 2016 | Call Center, Contact Center, Customer Service, Organization and Culture, Quality Management

In recent years, I have seen a trend to streamline and simplify agent performance standards. In many cases, they had become too complex — weighted averages, percent time in this and that mode, formulas that would take a mathematician to figure out. Yes, if...

Transform Knowledge into Intelligence and Support

Aug 17, 2016 | Call Center, Contact Center, Customer Service, Leadership, Quality Management

As a primary customer touchpoint, the contact center has enormous potential to provide other business units with valuable intelligence and support. This can include input on customers, products, services and processes — information that, when captured, identified,...

Building a Good Culture

Aug 11, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

Don’t Forget the Oboes

Aug 9, 2016 | Call Center, Contact Center, Customer Service, Leadership

A popular trend in process improvement is the effort to correlate specific contact center activities to overall customer satisfaction. For example, some consulting organizations have been convincing clients to lower service level objectives because their scatter...