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.

Call center forecasting: 10 mistakes that damage your forecast accuracy
Forecasting

Call center forecasting: 10 mistakes that damage your forecast accuracy

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

10 Creative Scheduling Approaches to Reduce Overstaffing and Understaffing

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

How to Interpret Real-Time Reports Correctly

Brad Cleveland 4 min read
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Most popular

Occupancy, utilization, productivity: what’s the difference?
Occupancy, utilization, productivity: what’s the difference?
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Contact Center Forecasting Fundamentals Part 1: How to Forecast Workload
Call Center Forecasting Methods Part 1: How to Forecast Workload
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The Best Way to Use Excel for Workforce Planning
The Best Way to Use Excel for Workforce Planning
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Occupancy in Contact Centers: Definition, Impact, & Management
Occupancy in Contact Centers: Definition, Impact, & Management
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