Leadership - Brad Cleveland

Perspective on First-Contact Resolution

by bradcleveladev | 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...

Educate and Engage: Strong Relationships Matter

by bradcleveladev | Jul 19, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Gina Szabo once relayed this story to me and gave permission for it to be published in Call Center Management on Fast Forward. Although certainly not a recommendation, it is a good reminder that communication is a key first step to contact center success. As a new...

Motivation and Engagement: Your Leadership Matters

by bradcleveladev | Jul 6, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

3 Ways the Contact Center Contributes to Customer Experience

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

Hot Topic’s “Daily Huddle”

by bradcleveladev | Jun 24, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

A few years back, fashion retailer Hot Topic won first place in an ICMI video contest for a creative portrayal of their “secret to service success,” a daily communications huddle. In it, they compare the daily meeting, which keeps employees up to date, to...

Traits of Engaged Employees

by bradcleveladev | Jun 21, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

The National Business Research Institute (NRBI) identifies six traits engaged employees have in common, including: They believe in their organization. They have the desire to work to make things better. They understand the business context and big picture. They are...