Why Leaders Need to Spend Time on the Frontline
Empowering contact center excellence for 30 years!

Why Leaders Need to Spend Time on the Frontline

How much time should senior leaders spend in their customer service operation? Brad Cleveland recently answered this question during his "Thrive in the New Era of Customer Relationships" video series. Watch what he had to say and share your reactions in the comments below.

Meet Brad this May 21-24 in Orlando, FL for ICMI Contact Center Expo!

Topics: People Management, Strategy & Planning, Site Operations


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Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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