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Brad Cleveland Quoted in Kiplinger Personal Finance

(Annapolis, MD) November 28, 2005 -- ICMI President Brad Cleveland was recently quoted in an article in Kiplinger's Personal Finance Magazine, titled "Cut Down the Phone Tree," by Cameron Huddleston. The article explores the rise of the IVR and the impact of Paul English's "IVR Cheat Sheet". Cleveland offers suggestions on how to reach a human voice when confronted with a company's IVR.

Click to view: Cut Down the Phone Tree

About Brad Cleveland
As President and CEO of ICMI, and Publisher of Call Center Management Review , Brad is dedicated to promoting the contact center environment and helping centers to reach their maximum potential. His enthusiasm and leadership set the standards for success that drive the entire organization. Brad has an extensive background in the global contact center market — he has worked in more than 30 countries, and his clients have ranged from small startups to national governments and multinational corporations.

Brad is committed to providing the highest quality services available. He is author of ICMI's Call Center Management Dictionary, co-author of Call Center Management on Fast Forward (which won an Amazon.com best-selling award), and co-editor of ICMI's handbook/study guide series on call center management. He is also a popular keynote speaker and a dynamic seminar leader.

Brad adamantly believes that, as communications capabilities continue to develop and proliferate, the contact center industry stands poised at a critical, exciting juncture. His passion on the topic has made him a much-sought-out expert source for interviews on major television networks ( ABC, NBC, CBS, PBS, FOX, CNBC ) and the in-flight programs of several airlines, as well as in publications ranging from US News and World Report to The Washington Post . Brad has been recognized as an industry trail-blazer by Call Center Magazine (as a recipient of its Pioneer and Hall of Fame awards), and was nominated for a ComputerWorld Smithsonian 21st Century Pioneering award. He has received honorary membership in call center management associations around the world.

About Incoming Calls Management Institute (ICMI) Inc.
ICMI Inc. is a global leader in call center consulting, training, publications and membership services. ICMI’s mission is to help call centers (contact centers, help desks, customer care, support centers) achieve operational excellence and superior business results. Based in Annapolis, MD, the organization was established in 1985 and was first to develop and deliver management training for call centers. Today, ICMI has become the industry’s leading provider of membership services with an impressive line-up of call center management resources, including instant access to prominent research, expert advice and career development tools, and a networking forum that spans more than 40 countries worldwide. ICMI is not associated with, owned or subsidized by any industry supplier—its only source of funding is from those who use its services. For more information about ICMI, visit www.icmi.com, or call 800.672.6177 (410.267.0700).

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