Workforce Management - Brad Cleveland

Adherence to Schedule Tips

Sep 12, 2019 | Call Center, Contact Center, Customer Service, Workforce Management

Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to handle contacts as scheduled. However, to ensure your approach is supporting the culture you...

Does Your Executive Team Understand Staffing Tradeoffs?

Jul 19, 2019 | 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 result in big problems. It’s essential that those making decisions have a...

The Problem with Daily Averages (and the Solution)

Jun 13, 2019 | Call Center, Contact Center, Customer Service, Videos, Workforce Management

Offer More Consistent Customer Service with Accurate Workload Forecasts

Apr 5, 2019 | Call Center, Contact Center, Customer Service, Workforce Management

Everything to do with getting resources right in a contact center begins with 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 work stations you need, even how many snacks are...