Workforce Management - Brad Cleveland

Be Bold in Doing What’s Right

Mar 16, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Organization and Culture, Workforce Management

When you think about innovation and growth in the future, what’s your role as a leader? Are there steps you need to take that are a little bit uncomfortable or require some courage? In this video from my recent LinkedIn Learning course “Contact Center...

Can agents get work done between customer contacts?

Mar 9, 2023 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Multi-channel Support, Organization and Culture, Workforce Management

I know, I know. It’s busy out there. The demand for agent-assisted service is relentless (wasn’t that AI-driven chatbot going to reduce workload?). Your team is juggling customer workload across channels—phone, chat, social media, et al.—and it feels a bit like...

Forecasting the Contact Center Workload

Jan 19, 2023 | Call Center, Contact Center, Customer Relationships, Customer Service, LinkedIn Learning, Multi-channel Support, Workforce Management

Everything to do with getting resources right in a contact center begins with forecasting, predicting what the workload will be. Workload is what leads to how many agents are hired, what your schedule should look like, the number of workstations you need, even how...

Will Contact Center Fundamentals Change?

Jan 12, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Workforce Management

The technologies powering today’s always-on world, along with fast-evolving customer expectations, are dramatically changing the nature of how products and services are provided and supported. Many leaders are wondering where the trends and developments are taking us....

The Psychology of Queues

Oct 14, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Workforce Management

Queues are a fact of life—especially now, given staffing shortages and growing workloads in many organizations. All contact centers—even emergency services—queue customers some of the time. Answering every contact immediately would take as many staff as inbound...

Service Level from the Perspective of Customers

Aug 25, 2022 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Workforce Management

For service level to have meaning, you must view it over an appropriate time frame. Daily service level reports often conceal important information. Service level can take a big hit in the morning, but if you have staff handling every contact immediately much of the...