Contact Center - Brad Cleveland

The Best Managed Contact Centers: #10 – They Build an Effective Organization

Apr 12, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Successful contact center leaders design an organizational structure that facilitates collaboration among and across job roles and business units. They tap into the principles of good organizational design and revisit their structure often. They continually work on...

The Influencers Customer Service Report

Apr 8, 2016 | Call Center, Contact Center, Customer Service, Leadership

Recently, I was reminded about a report that OneReach put together in October. They asked 63 customer service influencers to answer the question “What’s the best way to improve customer service?” The resulting report provides food for thought from multiple...

Staffing for Weekends

Apr 5, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Workforce Management

Here’s an idea: If you’re a consumer-facing service operation and want to stand out from the crowd, be there for your customers on weekends. That’s when many are checking accounts, kicking around options for the renovation, paying utility bills, and booking that trip...

The Problem with Daily Averages (and the Solution)

Mar 31, 2016 | Call Center, Contact Center, Customer Service, Leadership, Videos, Workforce Management

The Best Managed Contact Centers: #9 – They Get the Budget and Support They Need

Mar 29, 2016 | Call Center, Contact Center, Customer Service, Leadership

Far too many contact centers are operating under the auspices of, “OK, here are the resources we’re willing to give you, and here’s what we want you to achieve …” That is the proverbial cart before the horse. Consider an analogy. Airlines...

The Measures Every Contact Center Should Have

Mar 22, 2016 | Call Center, Contact Center, Customer Service, Leadership, Workforce Management

Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully. But there’s a significant inherent challenge, which has only become more difficult with the introduction of new channels...