leadership - Brad Cleveland

Boosting the Strategic Value of Your Customer Service Operation

Apr 6, 2017 | Call Center, Contact Center, Customer Service, Leadership, Videos

Expert Insight from ICMI Thought Leaders

Mar 28, 2017 | Call Center, Contact Center, Customer Service, Leadership, Research/Statistics

ICMI recently put together the e-book Expert Insights on 8 of your Biggest Contact Center Challenges, featuring the ICMI Top 50 Thought Leaders. You’ll find thoughtful guidance on topics ranging from employee engagement to VOC data to defining quality....

Cutting Costs with Minimum Impact on Customers

Mar 8, 2017 | Call Center, Contact Center, Customer Service, Leadership, Videos

Strengthen Ties Across the Organization

Feb 9, 2017 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Effective communication across an organization is essential to sharing and using voice of the customer. And there are plenty of additional reasons to strengthen ties. Opportunities for ongoing product and service improvements and innovations almost always involve...

Caution: Don’t View Contact Center Performance Measures in Isolation

Jan 20, 2017 | Call Center, Contact Center, Customer Service, Leadership, Workforce Management

Consider a few examples that illustrate the interrelated nature of contact center performance measures: Cost per contact going down may actually be a bad sign. Viewed alone, a dropping cost per contact would seem like a positive indication. However, if errors and...

Boosting the Strategic Value of Your Customer Service Operation

Expert Insight from ICMI Thought Leaders

Cutting Costs with Minimum Impact on Customers

Strengthen Ties Across the Organization

Caution: Don’t View Contact Center Performance Measures in Isolation

Get Brad’s Critically-Acclaimed NEWSLETTER

Thrive in the New Era of Customer Experience®