Customer Experience - 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

Perspective on First-Contact Resolution

Jul 28, 2016 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

First-contact resolution (FCR) is a popular performance measure in customer contact centers. And that’s a good thing: Unresolved contacts are a common source of customer dissatisfaction, and the organization tends to incur many additional expenses (repeat...

3 Ways the Contact Center Contributes to Customer Experience

Jun 28, 2016 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Videos

Communicating Access Alternatives to Customers

Jun 15, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Videos

10 Customer Expectations You Can’t Afford to Ignore

Jun 7, 2016 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, Workforce Management

Erica Strother Marios with ICMI recently put together a slide show on ten key customer expectations (as described in Call Center Management on Fast Forward). Take a minute to go through the slides at your next team meeting and discuss what your customers expect and...