Call Center - Brad Cleveland

Idea Starter: AI for Customer Service

Jul 29, 2025 | AI, Call Center, Contact Center, Customer Service, Leadership

When jumping into AI for customer service, many organizations inventory what they’re doing now and look for opportunities to automate. This “fixed pie” thinking can be limiting out of the gate. Those with the best service start first and foremost with customer needs...

New Course: The AI-Driven Customer Service Representative

Jul 24, 2025 | AI, Call Center, Contact Center, Customer Experience, Customer Service, LinkedIn Learning, Organization and Culture

Recently, my newest LinkedIn Learning course, The AI-Driven Customer Service Representative, was launched. This course is built for those of you on the front lines, interacting with customers, solving problems, and keeping things moving. In this course, we explore...

Calculating Customer Attrition Due to Poor Service

Jul 9, 2025 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, LinkedIn Learning

Poor customer service negatively impacts how your customers behave, in some cases causing customer attrition. A study from Accenture found that of those reporting the bad experience, 97% changed their future buying decisions, 58% stopped buying, 52% switched, and 52%...

The Power of One in a Contact Center

Jun 4, 2025 | Call Center, Contact Center, Customer Service, LinkedIn Learning, Quality Management, Workforce Management

The power of one is among the most important principles for any contact center agent to understand. Every individual makes a significant impact on customer wait times and agent occupancy – even in large centers. Share this video from my LinkedIn Learning course...

Eliminate 5 Damaging Customer Service Frustrations

May 23, 2025 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service

When my iPhone battery life began to diminish, I searched for “Apple support phone number.” While Apple doesn’t hide their phone number, I scrolled down the page to see what other options were available. It was a Monday morning, and I knew they would be busy. I...

Stories from the Field: Give Your Forecast More Attention

May 13, 2025 | Call Center, Contact Center, Customer Service, LinkedIn Learning, Workforce Management

I recall a consulting project with a company that was struggling to provide consistent service to their customers. At times, customers had to endure painfully long waits but other times their employees were sitting idle waiting for something to happen. It became...