Videos - Brad Cleveland

Building a Customer Service Ecosystem

Building a Customer Service Ecosystem

Oct 20, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Multi-channel Support, Videos

Customer experience is not a program, a department, a contact center, self-service capability, or CRM system—it’s much more. It’s an ecosystem, comprised of many components that must seamlessly work together. It’s the result of a culture and approach that spans the...

Align the Organization to Deliver the Best Possible Customer Experience

Align the Organization to Deliver the Best Possible Customer Experience

Oct 14, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture, Videos

Celebrating 30 Years of Contact Centers

Celebrating 30 Years of Contact Centers

Oct 6, 2015 | Call Center, Contact Center, Customer Experience, Customer Service, Videos

Here’s a short (four-minute) video Brad and the ICMI team developed that shows how service has evolved over the past three decades.

Improving the Accuracy of Schedules

Improving the Accuracy of Schedules

Sep 15, 2015 | Call Center, Contact Center, Customer Service, Multi-channel Support, Videos, Workforce Management

The Secret to a Great Customer Service Operation

The Secret to a Great Customer Service Operation

Sep 1, 2015 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

Skills-Based Routing: Effective Resource Planning Is Vital

Skills-Based Routing: Effective Resource Planning Is Vital

Aug 25, 2015 | Call Center, Contact Center, Customer Service, Videos, Workforce Management