ICMI - Brad Cleveland

New ebook (free), ICMI’s Guide to Contact Center Metrics

Nov 3, 2015 | Call Center, Contact Center, Customer Service, Leadership, Research/Statistics

I recently co-authored an eBook with Justin Robbins for ICMI and Five9. ICMI’s Guide to Contact Center Metrics provides organizations with actionable insights to deliver improved efficiency and customer satisfaction by aligning strategic goals with...

Celebrating 30 Years of Contact Centers

Oct 6, 2015 | Call Center, Contact Center, Customer Experience, Customer Service, Videos

Here’s a short (four-minute) video Brad and the ICMI team developed that shows how service has evolved over the past three decades.

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...

55 Billion

Jul 9, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Research/Statistics

According to ICMI, 55 billion agent-assisted interactions are handled in the U.S. annually. Couple that statistic with Dimension Data’s research showing that 74% of organizations worldwide predict an increase in customer interactions. Pondering these numbers should...