Brad Cleveland

Customer service consultant and senior advisor to the International Customer Management Institute (ICMI)
Brad Cleveland

Brad Cleveland is a customer experience consultant specializing in contact centers, support desks, and other customer-facing environments. He consults and speaks to a broad range of organizations and associations, and is author/editor of nine books including Contact Center Management on Fast Forward, recipient of an Amazon.com best-selling award (www.icmi.com/fastforward). Cleveland was founding partner of the International Customer Management Institute (ICMI), where he now serves as a senior advisor. His current research is focused on the future of customer experience; his blog can be followed at www.bradcleveland.com/blog.

Articles by Brad Cleveland

There is no right formula for all contact centers or industries, but here are some factors to consider when staffing with agents and supervisors.
Posted July 23, 2020

A guide to the seven categories of metrics that every contact center should have, from the foundation up.
Posted May 28, 2020

There are seven factors that guide customer intolerance for being locked in queues.
Posted April 03, 2020

Technological advances have enabled us to do things the early communications pioneers could never have imagined
Posted February 07, 2020

Contact center budgeting requires a clear direction, good communication, and a solid understanding of the contact center's needs and strategic contributions.
Posted November 08, 2019

Empowering agents to make decisions on the spot creates a better experience for everyone involved.
Posted August 23, 2019

Involve agents in setting up self-service processes so they will be more likely to accept and promote them.
Posted June 21, 2019

Customers who advocate for your products are very valuable. Here's how to cultivate them.
Posted April 26, 2019

You need to keep customer service employees engaged and motivated. Here's a list of things to avoid.
Posted March 08, 2019

Staff forecasting takes practice, but avoiding these 10 pitfalls can increase accuracy and credibility.
Posted January 18, 2019

There are seven key categories of metrics that should be used to measure contact center performance.
Posted November 30, 2018

In the contact center, one person can have a huge impact on customers and fellow employees, and we have the numbers to prove it.
Posted September 14, 2018

Contact centers don't have to be cost centers. They can provide benefits to marketing, sales, legal, HR, IT, R&D, manufacturing, and financial departments.
Posted July 20, 2018