Brad Cleveland

SEPTEMBER 21, 2017

I recently created a course for Lynda.com on Managing a Customer Contact Center. In this succinct course, you’ll learn what makes contact centers so complex, how to implement a solid planning framework, and … Call Center Contact Center Customer Service Leadership Workforce Management Brad Cleveland leadership Lynda.com workforce managementFor contact centers to deliver great service they need to get the right resources in the right places at the right times.

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Beyond Philosophy

MARCH 23, 2018

Airlines are Managing Customer Expectations. Managing customer expectations is critical for success in business. The post How To Manage Expectations appeared first on. Have you been on a flight recently and found that you arrived at your destination a little early?

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Brad Cleveland

DECEMBER 14, 2017

Real-time management compliments contact center planning. Learn about three steps to developing an effective real-time management approach in this video from my Lynda.com course Managing a Customer Contact Center.

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Brad Cleveland

AUGUST 11, 2017

If you haven’t listened before, you might want to check out my podcast series “Customer Strategy and Management.”

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depending on the channel used (39 per- cent) as the second biggest challenge, while having too many calls to manage. meets their complex needs, agents must manage. their managers 18 SECTION 5 HOW TO IMPACT. channels are managed in silos so agents.

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Brad Cleveland

AUGUST 23, 2013

Call Center Contact Center Leadership Videos Brad Cleveland Call Center Management On Fast Forward efficiency leadership strategy

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Aspect

SEPTEMBER 6, 2017

Workforce management solutions can alleviate many of the leading causes of agent fatigue. Here are three examples: Improved work-life balance: Workforce management software enables agents to increase their mobility, giving remote workers access to the same tools as on-site personnel.

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Customer Service Life

APRIL 16, 2018

I’m quite fond of the names of a couple members of our Workforce Management Team at FCR — Jeremy Grogan and Jeremy Conway. We actually care about the colleagues we’re scheduling, the managers we’re partnering with, and the clients we’re serving.”

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Brad Cleveland

APRIL 2, 2014

As you role out the new channels made possible through mobile and social ecosystems, it’s important to uphold a strategy of quality management across all channels. The well-worn practices of monitoring, coaching and quality improvement for traditional channels should also be an inherent part of managing emerging mobile interactions.

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According to the MIT Technology Review survey, Getting to Iconic, 90% of the iconic firms were managing their customer experience from an omnichannel perspective. Getting to Iconic – How leading brands balance technology and human talent to deliver exceptional CX.

Technology

Victor Midgley

JULY 7, 2017

One of the most discouraging experiences … Continue reading "SO, YOU WANT TO BE A CALL CENTER MANAGER?". Compelling Conversation Training Call Center Professionals Call Center Operations Call Center Leaders Call Center Agents Call Center Leadership Call Center Management Job PromotionIf you are currently in a call center leadership position or seeking to be in a call center leadership position, you MUST read this article!

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Contact Center Pipeline

NOVEMBER 7, 2017

Unified Communications (UC) has brought a slew of new capabilities to the modern contact center, increasing the flexibility, mobility and functionality of workers through devices such as advanced UC headsets and audio conferencing solutions.

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Pipkins

FEBRUARY 9, 2018

a leading provider of workforce management software solutions and services to the contact center industry. Pipkins is a leading provider of workforce management solutions for the contact center industry. Homepage News Releases Pipkins UK Data Center WFM Workforce Management

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Brad Cleveland

MAY 10, 2016

They have learned the nuances of forecasting, staffing and the … Call Center Contact Center Customer Access Strategy Customer Service Leadership Multi-channel Support Brad Cleveland Call Center Management On Fast Forward customer access customer access strategy

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OctopusTech

APRIL 19, 2018

CRM or Customer Relationship Management is the overall process of maintaining healthy and productive business relationships with existing customers along with winning back former customers and turning future prospects into customers by tracking and analyzing all the interactions with them.

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Calabrio ONE is a unified workforce optimization (WFO) software suite–including call recording, quality management, workforce management, voice-of-the-customer (VoC) analytics and advanced. Call Recording Quality Management Workforce. Management Calabrio Analytics Advanced.

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Contact Center Pipeline

NOVEMBER 22, 2017

As an executive in any organization that provides customer service, the worst possible message that you can receive is that “suddenly” a customer is leaving due to poor customer service, or that they’re dissatisfied to the point that they’re going to explore their options with your competitors.

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Customer Experience Matters

APRIL 10, 2018

We just published a Temkin Group report, The State of CX Management, 2018. Temkin Group has evaluated the state of Customer Experience (CX) management at large companies for nine years in a row. Respondents not only answered questions about CX management, they also completed our CX Competency and Maturity Assessment. The post Report: The State of CX Management, 2018 appeared first on Customer Experience Matters®.

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Victor Midgley

JULY 6, 2017

If you do not recognize any of these deficiencies in … Continue reading "THE 10 BIGGEST MISTAKES MANAGING A CALL CENTER". I have now worked or toured call centers in nearly every state and many countries of the world. I have clearly targeted the 10 biggest mistakes I see when I work with struggling call center operation. I encourage you to give heed to this list.

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Brad Cleveland

FEBRUARY 2, 2016

It also improves communication and culture in the following ways: Creating a body of … Call Center Contact Center Customer Service Leadership Organization and Culture Workforce Management Brad Cleveland Call Center Management On Fast Forward leadership workforce management

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Brad Cleveland

AUGUST 2, 2013

Call Center Contact Center Videos Brad Cleveland Call Center Management On Fast Forward strategy

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ShepHyken

DECEMBER 2, 2016

Stewart and Patricia O’Connell, write about how to manage customer emotions and ensure that employees know how to be empathetic. You can’t improve your ability to manage customer emotions just by telling employees to be sensitive.

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Callminer

FEBRUARY 2, 2018

Call center managers are tasked with myriad responsibilities, and they maintain responsibility for ensuring that their call center operation runs smoothly and efficiently.

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Revation Systems

APRIL 18, 2018

Interested in learning more about managed care pharmacies and how your organization can enhance patient engagement by utilizing new innovations in technology? Connect with other industry professionals and discover how digital transformation is impacting each and every managed care pharmacy.

Management 52

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eGain

MARCH 3, 2015

In many areas of management it is clear what to measure and what action to take when things go wrong. Organizations need to measure customer service in order to see the effect of management actions. This is the foundation of good customer experience management.

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Customers That Stick

APRIL 10, 2017

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Blog

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CX Journey

APRIL 19, 2017

Image courtesy of pedrosimoes7 Do people leave managers or do they leave companies? My last few posts have focused a bit more on culture and leadership (or lack thereof); in today's post, I'll continue the trend with a focus on management sins.

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inContact

APRIL 26, 2016

Many contact center performance management solutions fail simply because the organization tries to make sense of all the data, without properly defining goals and what they are looking for first. The post The Key to Performance Management Success appeared first on inContact Blog.

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Brad Cleveland

APRIL 26, 2016

Rewind the clock about ten years, and you’d find top level managers in many organizations, along with most industry pundits, predicting that front line managers (a.k.a.

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Pipkins

SEPTEMBER 29, 2017

Jim Reidy spoke about telecommuting at the Society for Human Resource Management’s 2016 Employment Law & Legislative Conference in Washington, D.C. Interaction with co-workers and management. Blog Homepage at-home workers telecommuting WFM Workforce Management

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Ansafone

OCTOBER 5, 2017

Although the impact of both positive and negative online reviews on your business is evident, what’s less clear is how to manage your online reputation. Ansafone Call center customer service reputation management reputation management software Review safe Reviewsafe small businessHow Online Reviews Impact your Business. As a business owner, you already understand the benefit – and power – of word-of-mouth advertising.

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Beyond Philosophy

FEBRUARY 24, 2016

The post 3 Critical Change Management Steps appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Changing your culture is never an easy task. Your culture is the way it is because of the way the organization is.

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CX Journey

JANUARY 31, 2018

Your transformation efforts are much more likely to be successful when you incorporate some of the most basic tenets of change management. Here are the fundamental steps - or pillars - to successful customer experience change management. Image courtesy of Pixabay Change.

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Brad Cleveland

MARCH 10, 2016

New technologies are not passive — they are changing customer expectations, causing reallocations of resources, creating power shifts in organizations, and changing the responsibilities of agents and managers.

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Win the Customer

JULY 3, 2017

As the manager of a store, you can use these four tips to create a safe shopping experience for your customers. Earning an online master’s degree in emergency management prepares you to handle a natural or man-made emergency in your store. Business Management

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inContact

APRIL 13, 2016

Luckily, there are countless solutions available to contact center managers today to help improve productivity, performance and overall customer experience. Managers are able to break down the calls being recorded and filter out data that is relevant at the time (i.e. This tool allows managers to search for specific key words, terms or phrases, then create a report showing the trends in your contact center.

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Brad Cleveland

FEBRUARY 12, 2016

They know that trying to focus on too many things is … Call Center Contact Center Customer Service Leadership Research/Statistics Brad Cleveland Call Center Management On Fast ForwardContact center measurements are plentiful and it’s easy to get buried in information.

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Brad Cleveland

JANUARY 20, 2016

One of the most critical — and difficult — aspects of managing a contact center in coming months and years will be to provide services that satisfy changing consumer demands.

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Customer Centric Support

JULY 18, 2017

Tips for creating a customer-centric quality management program. When implemented well, a Quality Management program has the potential to revolutionize both the agent and the customer experience. Clearly, not all Quality Management programs are created equal. The post 4 Reasons Your Quality Management Stinks appeared first on Customer Centric Support. Customer Service Featured QA QM Quality Management

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Bright Pattern

JULY 28, 2017

Voice call charges constitute a significant share of call center expenses. Usually voice call costs are viewed from a service performance perspective—how agents could finish calls earlier, or how they could prevent additional calls—or from a carrier pricing negotiations point of view.

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