Brad Cleveland

Posts by Brad Cleveland

Brad is an author, speaker and consultant. He was founding partner in and former CEO of the International Customer Management Institute ( www.icmi.com), where he now serves as senior advisor. His clients have included many of today’s service leaders, as well as national governments in the U.S., Canada, Australia and elsewhere. Brad has worked across 45 states and in 60 countries, and is author of nine books. Follow him on LinkedIn and Twitter, visit his blog and website or write him an email.

Filter by
How to Increase Forecast Accuracy: Solutions for Advanced Planners
Forecasting

How to Increase Forecast Accuracy: Solutions for Advanced Planners

Brad Cleveland 5 min read
Read more ...
10 Creative Scheduling Approaches to Reduce Overstaffing and Understaffing
Scheduling

10 Creative Scheduling Approaches to Reduce Overstaffing and Understaffing

Brad Cleveland 4 min read
Read more ...
How to Interpret Real-Time Reports Correctly
Intraday Management

How to Interpret Real-Time Reports Correctly

Brad Cleveland 4 min read
Read more ...

Most popular

Contact Center Forecasting Fundamentals Part 1: How to Forecast Workload
Contact Center Forecasting Fundamentals Part 1: How to Forecast Workload
Read more ...
How to Apply Erlang C in Call Center Planning with Excel
How to Apply Erlang C in Call Center Planning with Excel
Read more ...
How to Include Shrinkage in Your Planning Process
How to Include Shrinkage in Your Planning Process
Read more ...
Occupancy in Contact Centers: Definition, Impact, & Management
Occupancy in Contact Centers: Definition, Impact, & Management
Read more ...