Call Center - Brad Cleveland

Four Words That Changed My Views

Apr 20, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture

It was a privilege to speak at a recent Tugboat Institute conference, where I shared the story of meeting W. Edwards Deming early in my career. Dr. Deming was a pioneer in the quality movement. I asked him, “What’s one thing you’d change in any organization?” His four...

Evaluating CX Improvement Initiatives

Apr 12, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

How should you assess potential projects? Perhaps there are new technologies that can help you deliver services more efficiently or sorely needed process-improvement efforts. Or maybe there is a training program that you know will bring...

What Do Customer Service Leaders Need to Know About Customer Queues?

Apr 4, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, The Edge of Service, Workforce Management

Queues are something we would all rather avoid. Yet, as customers, there we are standing in line at the grocery store, in the airport, getting coffee, on the phone with customer support. Queues are everywhere. If you’re responsible for customer service, managing them...

Be Bold in Doing What’s Right

Mar 16, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Organization and Culture, Workforce Management

When you think about innovation and growth in the future, what’s your role as a leader? Are there steps you need to take that are a little bit uncomfortable or require some courage? In this video from my recent LinkedIn Learning course “Contact Center...

Can agents get work done between customer contacts?

Mar 9, 2023 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Multi-channel Support, Organization and Culture, Workforce Management

I know, I know. It’s busy out there. The demand for agent-assisted service is relentless (wasn’t that AI-driven chatbot going to reduce workload?). Your team is juggling customer workload across channels—phone, chat, social media, et al.—and it feels a bit like...

6 Traits of a Customer-Focused Culture

Mar 3, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture

I recall a new restaurant with great food and impeccable service that quickly built a following. Referrals spread rapidly, reviews were positive, and before long, the waits to get in became longer. To customers, this was just confirmation the restaurant was a great...