Brad Cleveland

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

Brad Cleveland is a customer service consultant, specializing in contact centers, support desks, and other customer-facing environments. One of the two original partners in the International Customer Management Institute (ICMI), Brad acquired ICMI outright in 1996 and served as its president and CEO from 1996-2008. Today, Brad consults and speaks to a broad range of organizations and associations and serves as a senior advisor to ICMI. He is author/editor of eight books, including Call Center Management on Fast Forward. His current research is focused on the future of customer access management and the impact of social media; his blog can be followed at www.bradcleveland.com/blog.

Articles by Brad Cleveland

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