Watch our exclusive interview with renowned industry expert Brad Cleveland, as he unveils the secrets to tapping into your gut instincts when managing a contact center. Discover the latest tips, trends, and battle-tested strategies that will empower you to redefine the way you lead your team and deliver unforgettable experiences to your customers!
What To Expect:
Gain valuable insights from our industry experts on how to use key metrics to elevate your contact center engagement.
Learn the 7 aspects of service delivery that you need to pay attention to in your contact center.
Discover the 4 key elements of customer satisfaction success.
What are the true main drivers of agent productivity?
How to use your contact center's mission to deliver the results you want.
Automated vs manual QA tools in the contact center, are they really worth the hype?
Featured Articles
By Guest Author, Brad Cleveland
*Plus our exclusive gift FREE to all registrants!
The Insider's Guide to Contact Center & CX Terms
Access critical acronyms, abbreviations, and definitions that are essential for success in the fast-paced contact center industry. Written by esteemed industry expert Brad Cleveland, this comprehensive glossary is your ultimate guide to understanding the intricate language of contact centers.
Our Experts:
Peter Hornberger
Peter Hornberger brings more than 15 years of industry knowledge to his role leading the sales team at Brighmetrics. He prides himself on helping companies create and maintain excellent customer relationships through contact center operations and agent optimization.
Brad Cleveland
Brad Cleveland is known globally as one of today’s foremost experts in customer strategy and management. He has worked across 45 states, and 60 countries for clients as diverse as American Express, Apple, USAA, the University of California, and the federal governments of Australia, Canada, and the U.S. Brad was a founding partner in and former CEO of the International Customer Management Institute (ICMI). His books include Contact Center Management on Fast Forward (ICMI, 4th edition 2019) and Leading the Customer Experience (Kogan Page, 1st edition 2021).
