Workforce Management - Brad Cleveland

Should We Have Objectives for Abandonment?

Dec 8, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Videos, Workforce Management

Does Your Executive Team Understand Staffing Tradeoffs?

Dec 4, 2015 | Call Center, Contact Center, Customer Service, Leadership, Workforce Management

Are you working through difficult discussions related to resources and budget? Just remember, contact centers must handle most customer-related work as it happens, so resource mismatches quickly results in big problems. It’s essential that those making decisions have...

Recent WebTV Interview on Contact Center Measures

Nov 10, 2015 | Call Center, Contact Center, Customer Service, Leadership, Workforce Management

I recently appeared on Laura Sikorski’s WebTV show Sikorski’s Think Abouts. In this interview-style 15-minute video, we discuss 7 measures every contact center should use and provide guidance on how to interpret operational reports.

Understanding Contact Drivers

Sep 22, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Workforce Management

(Note: The following is part of a new eBook from ICMI on contact center metrics, which will be released in October. Check back for announcements on availability.) Executives of a business-to-business company that provides HR and payroll services met to discuss service...

Improving the Accuracy of Schedules

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

Skills-Based Routing: Effective Resource Planning Is Vital

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