ICMI - Brad Cleveland

Do your goals and metrics foster employee engagement?

Jun 30, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture

This has been a brutal few years for many contact centers. Supply chain problems and the Great Resignation have caused challenges on every aspect of customer care. The work we’re handling has surged and become more complex, while the employees we need to handle it...

Empower Your Workforce to Fix Things for Customers

Jun 23, 2020 | Call Center, Contact Center, Customer Service, Organization and Culture, Workforce Management

Real-time management is often viewed as a matter of responding to workload quantities. What’s often missed in these discussions is how to respond to the nature of the workload. If it’s heavy, there usually are underlying issues driving it. You can throw all the...

When Building Your Brand, Be Yourself

Nov 6, 2019 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, The Edge of Service

In a recent issue of The Edge of Service®, I relay my experience meeting actor and author Henry Winkler at a recent ICMI Conference. Winkler reminded me of advice that my mother used to give me, especially when facing awkward or difficult challenges—”just be...

How Management and Agent Roles Are Changing

Aug 7, 2018 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Recently, I was reminded of an article that I wrote for ICMI “How Management and Agent Roles Are Changing.” The article discusses the relationship between specialization and generalization. Often, the end of the summer gives us a chance to reflect on the...

15 Ways to Strengthen Your Contact Center

Jul 20, 2018 | Call Center, Contact Center, Leadership

For some contact centers, summer is a slower time of year with fewer customer contacts. If that is true for your center, you might take this time to think of ways to strengthen your center for busier days to come. Several months ago I wrote an article titled “15...