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Articles - Brad Cleveland

Brad Cleveland is a well-respected Consultant, Keynote Speaker, and Course Instructor

Connect with Brad on LinkedIn

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Why Is It Getting Harder to Be a Good Customer Service Leader?

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10 Mistakes That Damage Your Forecast Accuracy

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How to Better Prepare Your Contact Centre for the Future

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AI in CX Is All About Frontline Employees

How Can CX Improve the Contact Centre?

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An Introduction to… Customer Access Strategy

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Transitioning From Fixed Shifts to Optimized Schedules

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6 Tips for Driving Better Scheduling Practices

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12 Budgeting Principles for Contact Centre Resourcing

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10 Creative Scheduling Approaches to Improve Staffing Levels

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How to Interpret Real-Time Reports Correctly

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Editor's Pick

Thumbnail How to Develop Empathy as a Skill in Your Frontline Teams

How to Develop Empathy as a Skill in Your Frontline Teams

Thumbnail Tackle the 3 A’s – Absence, Agent Burnout, and Attrition

Tackle the 3 A’s – Absence, Agent Burnout, and Attrition

Thumbnail 10 Ways to Be More Customer Centric

10 Ways to Be More Customer Centric

Thumbnail 21 Tips to Make Your Customers Feel Truly Valued

21 Tips to Make Your Customers Feel Truly Valued

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Latest Resources

Guide: Maximize the Value of Your Voice & Screen Data

Guide: Maximize the Value of Your Voice & Screen Data

2024 Contact Centre Buyer’s Guide

2024 Contact Centre Buyer’s Guide

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Upcoming Events

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Contact Center Show Middle East 2024

Tue 30 Apr 2024

thumbnail advert promoting event Masterclass: Why CX Can’t Hang Up on the Voice Channel

Masterclass: Why CX Can’t Hang Up on the Voice Channel

Wed 01 May 2024

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Latest Insights

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What High-Profile AI Blunders Can Teach Us

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Overcoming Key Challenges in UK Local Government Contact Centres

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Featured Articles

Thumbnail The Key Elements of a CX Lifecycle and Ways to Improve It

The Key Elements of a CX Lifecycle and Ways to Improve It

Thumbnail 21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service

21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service

Thumbnail What is Attrition Rate and How to Calculate It

What is Attrition Rate and How to Calculate It

Thumbnail The Top 10 Call-Closing Statement Examples

The Top 10 Call-Closing Statement Examples

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Popular Pages

Thumbnail The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer’s Day

The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer’s Day

Thumbnail The Top 50 Words to Describe Yourself on Your CV in 2024

The Top 50 Words to Describe Yourself on Your CV in 2024

Thumbnail Contact Centre Dashboard Excel Template

Contact Centre Dashboard Excel Template

Thumbnail Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service?

Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service?

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