staffing - Brad Cleveland

Don’t Guess at Staffing: Proven Methods for Your Contact Center

Sep 8, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, LinkedIn Learning, Multi-channel Support, Workforce Management

How many people do you need to handle the customer workload on a Monday morning at 10:00 am? How about a Thursday afternoon at 2:00 pm? In this video from my LinkedIn Learning course “Managing a Customer Contact Center,” I introduce the methods used to...

Matching Staff to Workload

Apr 28, 2017 | Call Center, Contact Center, Customer Service, Leadership, Workforce Management

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 staffing decisions have a basic understanding of how base staff is calculated in order to match the...

Does Your Executive Team Understand Staffing Tradeoffs?

Dec 4, 2015 | 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 results in big problems. It’s essential that those making decisions have...

Don’t Guess at Staffing: Proven Methods for Your Contact Center

Matching Staff to Workload

Does Your Executive Team Understand Staffing Tradeoffs?

Get Brad’s Critically-Acclaimed NEWSLETTER

Thrive in the New Era of Customer Experience®