Principles of Effective Contact Center Management Workbook - ICMI @ Dreamforce 2010 Handout - Brad Cleveland
ICMI: Principles of Effective Contact Center Management Brad Cleveland Monday, December 6, 2010 – 2:00pm – 5:00pm
Session: Principles of Effective Contact Center Management Track: Service & Support Professionals Date: Monday, December 6, 2010 Time: 2:00pm – 5:00pmThe Principles of Effective Contact Center ManagementBrad ClevelandSenior Advisor and Former President/CEO, ICMI208firstname.lastname@example.orgSession DescriptionLevel: BeginnerIn step-by-step format, Brad Cleveland walks you through principles that will remain with you throughout yourcareer: the immutable laws and service dynamics that are part of any customer contact environment; what it takesto accurately forecast, staff and schedule; the tradeoffs between service level, agent occupancy, staff and costs;how service level and quality are highly interrelated; how to apply time-tested management principles to newcontact channels, i.e., social media; and, how to explain these principles to others in your organization and get themon board. Whether you are a new manager or a veteran in search of a dependable refresher, this session providesthe essential knowledge and confidence you need to succeed!Speaker BackgroundBrad ClevelandBrad Cleveland helps organizations maximize their returns on customer relationships – by harnessing the potentialof call center, self-service, social media, and peer-to-peer capabilities. Brad has worked across 45 states and inover 60 countries, and his clients have included many of today’s service leaders – Apple, HP, American Express,and others. He’s also advised governments in the United States, Australia, Canada, the United Kingdom, andelsewhere. Brad is author/editor of eight books, including Call Center Management on Fast Forward: Succeeding inToday’s Dynamic Customer Contact Environment, which won an Amazon.com best-selling award. He hasdiscussed customer service issues in publications ranging from The Financial Times to The Wall Street Journal, aswell as on major television networks, NPR’s All Things Considered, and the in-flight programs of several airlines.One of the initial partners in and former President and CEO of the International Customer Management Institute(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 and speaker.
International Customer Management Institute Empowering organizations worldwide to provide the best customer experience possible through industry-leading professional services such as consulting, events, training and information resources. Improve Contact Center Operations Empower Contact Center Employees Enhance Customer Loyalty