workforce management - Brad Cleveland

The Enablers: 3 Essentials for High-Quality Customer Service

Mar 18, 2024 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Quality Management, Workforce Management

Some managers assume that quality standards are primarily for individuals, those actually delivering the service. But don’t miss half the fun and half the value. Establish the right quality standards for your organization, and you’ll see great things...

Transform Service Efficiency with Forecast Accuracy and Schedule Adherence

Feb 9, 2024 | Call Center, Contact Center, Customer Service, LinkedIn Learning, Workforce Management

An important part of delivering effective and efficient service is anticipating customer demand, or put another way, forecasting the workload. The beautiful thing about forecasting customer workload is that it encourages you – actually requires you – to...

The Psychology of Queues

Nov 17, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Workforce Management

From a customer’s perspective, there are two basic types of queues. (And I don’t mean long ones and short ones.) Queues are either visible or invisible. Visible queues refer to any situation where customers know where they are in line. With invisible...

Can agents get work done between customer contacts?

Mar 9, 2023 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Multi-channel Support, Organization and Culture, Workforce Management

I know, I know. It’s busy out there. The demand for agent-assisted service is relentless (wasn’t that AI-driven chatbot going to reduce workload?). Your team is juggling customer workload across channels—phone, chat, social media, et al.—and it feels a bit like...

Service Metrics for Accessibility and Quality

Apr 21, 2022 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, Organization and Culture, Quality Management, Workforce Management

Accessibility and quality are closely related. Quality can’t happen unless our services are accessible, but quality also impacts accessibility. If you don’t handle interactions with quality, you’ll have a higher level of waste and rework, time...