Leadership - Brad Cleveland

The Best Managed Contact Centers: #7 – They View the Contact Center as a Total Process  

Feb 14, 2019 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Multi-channel Support, Quality Management

Contact centers that consistently get the best results view the operation as a total process. This viewpoint takes many forms: Ensure that everyone in the contact center, and those with key supporting roles outside the center, have a basic understanding of how contact...

Leaders Need to Spend Time on the Frontline

Jan 23, 2019 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

The Best-Managed Contact Centers: #6 – They Leverage the Key Statistics

Jan 18, 2019 | Call Center, Contact Center, Customer Service, Leadership, Research/Statistics

Contact center measurements are plentiful and it’s easy to get buried in information. The contact centers that get the best results from using their reports and information have several things in common: They focus on a relatively small number of measures and...

The Best-Managed Contact Centers: #5 – They Have an Established, Collaborative Planning Process

Jan 2, 2019 | Call Center, Contact Center, Customer Service, Leadership, Workforce Management

Effective planning is a central theme in the best contact centers. A major objective of good planning is to get the right number of skilled people and supporting resources in place at the right times, doing the right things. But systematic planning accomplishes more...

Aligning the Organization to Deliver the Best Possible Customer Experience

Dec 19, 2018 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture, Videos

The Best-Managed Contact Centers: #4 – They Build Plans and Services Around Evolving Customer Expectations

Dec 13, 2018 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

One of the most critical — and difficult — aspects of managing a contact center is to provide services that satisfy changing consumer demands. Those who fall behind pay a brutal price: dissatisfied customers, insufficient support from the organization and low morale...