workforce management - Brad Cleveland

Three Immutable Laws of Contact Centers

Feb 9, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, LinkedIn Learning, Multi-channel Support, Organization and Culture, Workforce Management

There are three immutable laws at work in contact centers that you must keep in mind. They’re always present. Understanding them will help you establish the right metrics, communicate important trade-offs, and shape an organizational structure that works well....

Being available for customers

Jan 20, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture, Workforce Management

One of the biggest challenges in many organizations is that the work arrives randomly from moment to moment. That’s true in a restaurant, a retail store, a contact center, a hospital’s emergency department, and many other environments. Those delivering services don’t...

Ensuring service metrics are SMART

Nov 17, 2021 | Call Center, Contact Center, Customer Service, Leadership, LinkedIn Learning, Workforce Management

Have you ever had a metric that drives the wrong behavior? A bus company in a city with a well established international and cosmopolitan flair, had a reputation for too often running late. Leaders decided to give drivers incentives for ending their routes on time....

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...

In Customer Service Timing Is Critical

Jun 11, 2020 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, LinkedIn Learning, Workforce Management

The right place at the right time. It’s a common phrase, but in customer service, it matters more than ever. Timing is critical. In customer service, we’re like pilots or stage hands. Like them, we also work in a time-driven environment. It’s not...