Quality Management - Brad Cleveland

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

Angry Customers? “…meet them where they are”

Jun 11, 2015 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Quality Management

Here’s a great quote to discuss at your next team meeting: “It’s easy to accept the easy customer. But as Morantz [Craig Morantz] aptly points out, you will always deal with angry, bitter, frightened and emotional customers. Acceptance is not judging...

Calibration Is Key to Improving Quality

Feb 2, 2015 | Call Center, Contact Center, Customer Service, Quality Management

Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect of understanding and continually improving the quality of service you deliver. A high level of calibration...