Quality Management - Brad Cleveland

7 Rules of the Road for Recruiting and Hiring

Jul 21, 2016 | Call Center, Contact Center, Customer Service, Organization and Culture, Quality Management, Videos

Connecting Hiring, Training and Coaching

May 24, 2016 | Call Center, Contact Center, Customer Service, Organization and Culture, Quality Management, Videos

Understanding the “Power of One”

Mar 1, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Quality Management, Workforce Management

Last week’s Contact Center Insider, ICMI’s weekly e-newsletter, includes an article I wrote “Understanding the ‘Power of One’ – As Important as Ever.” While we know the impact each agent has on individual customers and the subsequent publicity (good or bad) that can...

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...

Connecting Hiring, Training and Coaching

Jul 14, 2015 | Call Center, Contact Center, Customer Service, Organization and Culture, Quality Management, Videos