Leadership - Brad Cleveland

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

Feb 12, 2016 | 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

Feb 2, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, 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...

Traits of the Best Leaders

Jan 28, 2016 | Call Center, Contact Center, Customer Service, Leadership

Often I am asked what I look for in leadership. The question is usually something like, “You go into a lot of different organizations and see many different styles; what are your thoughts on what makes an effective leader?” It is a great question and a few things come...

Staffing for Mobile

Jan 26, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Mobile, Multi-channel Support, Videos, Workforce Management

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

Jan 20, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership

One of the most critical — and difficult — aspects of managing a contact center in coming months and years will be to provide services that satisfy changing consumer demands. Those who fall behind will pay a brutal price: dissatisfied customers, insufficient support...

The Best-Managed Contact Centers: #3 – They Know that Their People Are the Key to Success

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

Cultures vary dramatically from one organization to the next. You’d likely notice some hairstyles that you don’t see every day at Virgin Mobile’s Customer Care center. Nintendo has a break room (yes, with video games) that puts most others to shame....