Workforce Management - Brad Cleveland

The Single Customer View – Myth or Reality

Apr 14, 2016 | Call Center, Contact Center, Customer Service, Leadership, Multi-channel Support, Workforce Management

“Is the Single Customer View a realistic ambition or just a pipe dream talked about at conferences?” That’s the question asked in the latest CCE Board of Experts “ask the experts” article by Hannah Brewer. Note: This article is no longer available. You can find...

Staffing for Weekends

Apr 5, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Workforce Management

Here’s an idea: If you’re a consumer-facing service operation and want to stand out from the crowd, be there for your customers on weekends. That’s when many are checking accounts, kicking around options for the renovation, paying utility bills, and booking that trip...

The Problem with Daily Averages (and the Solution)

Mar 31, 2016 | Call Center, Contact Center, Customer Service, Leadership, Videos, Workforce Management

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...