Brad Cleveland » Workforce Management
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Workforce management (WFM) is an institutional process that maximizes performance levels and competency for an organization. Follow the workforce management blog written by Brad Cleveland to get regular updates.
Brad Cleveland » Workforce Management
1w ago
Some managers assume that quality standards are primarily for individuals, those actually delivering the service. But don’t miss half the fun and half the value. Establish the right quality standards for your organization, and you’ll see great things happen. In …
The post The Enablers: 3 Essentials for High-Quality Customer Service appeared first on Brad Cleveland ..read more
Brad Cleveland » Workforce Management
4M ago
From a customer’s perspective, there are two basic types of queues. (And I don’t mean long ones and short ones.) Queues are either visible or invisible. Visible queues refer to any situation where customers know where they are in line. …
The post The Psychology of Queues appeared first on Brad Cleveland ..read more
Brad Cleveland » Workforce Management
7M ago
How many people do you need to handle the customer workload on a Monday morning at 10:00 am? How about a Thursday afternoon at 2:00 pm? In this video from my LinkedIn Learning course “Managing a Customer Contact Center,” I …
The post <strong>Don’t Guess at Staffing: Proven Methods for Your Contact Center</strong> appeared first on Brad Cleveland ..read more
Brad Cleveland » Workforce Management
11M ago
What do you do if customer demand outstrips supply? What if there are more customers than the capacity that you have? After all, you can’t add more seats in the restaurant. The ski lift line, parking spots, checkout lanes are all finite. So what can you …
The post Managing Perceptions When Capacity Is Limited appeared first on Brad Cleveland ..read more
Brad Cleveland » Workforce Management
1y ago
Queues are something we would all rather avoid. Yet, as customers, there we are standing in line at the grocery store, in the airport, getting coffee, on the phone with customer support. Queues are everywhere. If you’re responsible for customer …
The post What Do Customer Service Leaders Need to Know About Customer Queues? appeared first on Brad Cleveland ..read more
Brad Cleveland » Workforce Management
1y ago
When you think about innovation and growth in the future, what’s your role as a leader? Are there steps you need to take that are a little bit uncomfortable or require some courage? In this video from my recent LinkedIn Learning course “Contact Center …
The post Be Bold in Doing What’s Right appeared first on Brad Cleveland ..read more
Brad Cleveland » Workforce Management
1y ago
I know, I know. It’s busy out there. The demand for agent-assisted service is relentless (wasn’t that AI-driven chatbot going to reduce workload?). Your team is juggling customer workload across channels—phone, chat, social media, et al.—and it feels a bit …
The post Can agents get work done between customer contacts? appeared first on Brad Cleveland ..read more
Brad Cleveland » Workforce Management
1y ago
Everything to do with getting resources right in a contact center begins with forecasting, predicting what the workload will be. Workload is what leads to how many agents are hired, what your schedule should look like, the number of workstations you need, even how many snacks …
The post Forecasting the Contact Center Workload appeared first on Brad Cleveland ..read more
Brad Cleveland » Workforce Management
1y ago
The technologies powering today’s always-on world, along with fast-evolving customer expectations, are dramatically changing the nature of how products and services are provided and supported. Many leaders are wondering where the trends and developments are taking us. Will the fundamentals …
The post Will the Fundamentals Change? appeared first on Brad Cleveland ..read more
Brad Cleveland » Workforce Management
1y ago
Queues are a fact of life—especially now, given staffing shortages and growing workloads in many organizations. All contact centers—even emergency services—queue customers some of the time. Answering every contact immediately would take as many staff as inbound contacts at any …
The post The Psychology of Queues appeared first on Brad Cleveland ..read more