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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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Capture Customer Needs – Just Like This!

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Customer Effort and Emotion – 10 Reasons to Take Action Today

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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 What It Takes to Get Training Right in the Contact Centre

What It Takes to Get Training Right in the Contact Centre

Thumbnail The 5-Star Customer Service Skills Your Team Really Need

The 5-Star Customer Service Skills Your Team Really Need

Thumbnail Train New Agents in Just 30 Days

Train New Agents in Just 30 Days

Thumbnail Live Chat Quality – 7 Training Exercises to Improve It

Live Chat Quality – 7 Training Exercises to Improve It

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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