Workforce Management - Brad Cleveland

The Measures Every Contact Center Should Have

Mar 22, 2016 | Call Center, Contact Center, Customer Service, Leadership, Workforce Management

Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully. But there’s a significant inherent challenge, which has only become more difficult with the introduction of new channels...

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...

How Long Will Your Customers Wait for Service?

Feb 4, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Videos, Workforce Management

The Best-Managed Contact Centers: #5 – They Have an Established, Collaborative Planning Process

Feb 2, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Workforce Management

Effective planning is a central theme in the best contact centers. A major objective of good planning is to get the right number of skilled people and supporting resources in place at the right times, doing the right things. But systematic planning accomplishes more...

Staffing for Mobile

Jan 26, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Mobile, Multi-channel Support, Videos, Workforce Management

5 Secrets of Accurate Scheduling in Today’s Contact Center

Jan 14, 2016 | Call Center, Contact Center, Customer Service, Multi-channel Support, Videos, Workforce Management