The Power of One | ICMI
Empowering contact center excellence for 30 years!

The Power of One: Getting the Right People in the Right Place at the Right Time for a Better Customer Experience

Date: Thursday, December 02, 2010

Speakers: Brad Cleveland


Watch or download the Educast below.

Listen as Brad Cleveland, Senior Advisor and Former President and CEO of ICMI explains the difference one agent can make in meeting service level goals.

Because workloads arrive randomly staff must be calculated using a queuing formula. Register to understand the exponential relationship between staff and service level. Ensuring you have proper staffing levels can have a huge impact on the overall results your contact center produces, as well as the customer experience.

Click here to download the educast to your computer. (Right click and save the file to your desktop)

Brad Cleveland

Brad Cleveland

Senior Advisor and Former President/CEO, ICMI

Brad Cleveland is often cited as one of the world's foremost leaders and thinkers in customer service and contact centers. He has worked in over 60 countries, has advised numerous governments, and counts many of today’s service leaders – Apple, HP, American Express, and others – among his clients.  Brad is author/editor of eight books, including Call Center Management on Fast Forward , which won an best-selling award and is used in universities and corporate training programs around the world.  One of the initial partners in and former President and CEO of ICMI, Brad grew the firm into a global industry leader that is now part of United Business Media (London: UBM.L).  He now serves as a Senior Advisor to ICMI, and is an in-demand author, speaker and consultant.  His current research is focused on the future of customer service.

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Topics: Workforce Management, People Management, Learning & Development, Site Operations, Metrics


Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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