Leadership - Brad Cleveland

The Measures Every Contact Center Should Have

Oct 11, 2018 | Call Center, Contact Center, Customer Service, Leadership

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...

Communicating Access Alternatives to Customers

Oct 3, 2018 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Multi-channel Support, Social Media, Videos

Tools for Your Next Team Meeting

Sep 26, 2018 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Looking to generate substantive conversation at your next team meeting? Try one of these worksheets on customer expectations, metrics and customer access strategy. It can be helpful to take a step back from the day-to-day, urgent issues to think about the bigger...

12 Principles for Building Profitable Customer Relationships

Sep 14, 2018 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Lately, I’ve been asked, are these principles less important? Have evolving customer...

TEDx Talk: Thriving in an Always-on World

Sep 7, 2018 | Call Center, Contact Center, Customer Service, Leadership, Mobile, Social Media, Videos

September is in full swing and for many of us that means the beginning of another busy season. How do you stay connected with family, friends, co-workers and clients without being a slave to your smartphone? Is being “always connected” a blessing or a...

Reinforce the “Power of One”

Sep 5, 2018 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Quality Management

Here are some of the steps organizations are taking to reinforce the power of one. Think through how you could approach them with your customer service team. Educate each person on how much impact he or she has on the queue—incorporate these or similar scenarios into...