Leadership - Brad Cleveland

Improving ROI on Quality Monitoring

Dec 1, 2015 | Call Center, Contact Center, Customer Service, Leadership, Quality Management, Videos

Boosting Quality and Innovation

Nov 19, 2015 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Quality Management

Every customer interaction your organization handles provides implicit and/or direct insight into processes, products, policies, services, customers and the external environment. You have the opportunity to play a central role in building a stronger organization with...

Don’t Leave Culture to Chance

Nov 17, 2015 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

Innovative Hiring Practices

Nov 12, 2015 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Here are samples of things different organizations are doing to find, attract and hire the people they need: Zappos offers new employees payments equivalent to one month’s salary to leave. This helps ensure that those who stay truly want to be there. In...

Recent WebTV Interview on Contact Center Measures

Nov 10, 2015 | Call Center, Contact Center, Customer Service, Leadership, Workforce Management

I recently appeared on Laura Sikorski’s WebTV show Sikorski’s Think Abouts. In this interview-style 15-minute video, we discuss 7 measures every contact center should use and provide guidance on how to interpret operational reports.

Hiring Statistics

Nov 5, 2015 | Call Center, Contact Center, Customer Service, Leadership, Research/Statistics

73% of contact centers say the complexity of customer contacts is increasing. (Source: ICMI) 73% of recruiters have hired a candidate through social media. (Source: Jobvite) Job posts get 36% more applications if accompanied by a recruiting video. (Source: Jobcast) A...