Workforce Management - Brad Cleveland

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

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.