Videos - Brad Cleveland

Contact Center Future Shock: Channels May Become Part of Our Past

Jun 28, 2018 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Multi-channel Support, Videos

While meeting with Jim Rembach of Call Center Coach at ICMI’s Contact Center Expo in Orlando, we discussed how channels are likely to be approached in the future. I hope the video helps you consider how to prepare your organization for future challenges in the...

7 Rules of the Road for Recruiting and Hiring

Jun 13, 2018 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

Building a Culture of Engaged Employees

May 23, 2018 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

Improving ROI on Quality Monitoring

May 3, 2018 | Call Center, Contact Center, Customer Service, Leadership, Quality Management, Videos

Motivation and Engagement: Your Leadership Matters

Apr 12, 2018 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

Interpreting Benchmarks

Mar 22, 2018 | Call Center, Contact Center, Customer Service, Customer Surveys, Leadership, Research/Statistics, Videos