Call Center - Brad Cleveland

Customer Feedback: Innovate, Realign and Read Between the Lines

Jan 19, 2024 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership, LinkedIn Learning

Managing customer feedback is ongoing. It’s a way of doing business, and you get better at it with practice. I recommend taking a good look at your feedback program at least once a quarter and, as you identify improvements, think about how to implement them. To...

The Contact Center of the Future’s Role in Customer Experience

Jan 11, 2024 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

Recently, Blake Morgan invited me to be a guest on her podcast. I’ve admired the work Blake has done for years and was excited to have the chance to sit down with her to discuss customer experience, contact centers, and the future. We...

Empowerment: How Much Guidance Is Too Much – Or Not Enough?

Jan 5, 2024 | Call Center, Contact Center, Customer Service, Leadership, LinkedIn Learning, Organization and Culture

If you want to bring out the best in your team, empower them to make their own decisions, and then back it up with the right amount of direction and support. But how much guidance do employees need? Watch several scenarios in this video from my LinkedIn Learning...

Unmasking the Service Illusion: Why Listening to Customers Matters More Than Ever

Dec 14, 2023 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership, The Edge of Service

Consumer Reports’ November/December 2023 issue is on newsstands now. The company’s flagship website and magazine publishes reviews and comparisons of consumer products and services, reaching millions of readers each month. The website (CR.org) has been called “the...

AI in Customer Service: The Nifty 9

Dec 8, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

When it comes to using artificial intelligence, many organizations just jump in and automate what they can, but those with the best service start first and foremost with customer needs and expectations and use them to guide decisions. These organizations are giving...

Prepare Your Contact Center for the Future

Dec 1, 2023 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Multi-channel Support

Megan Jones, Editor at Call Centre Helper, recently interviewed me to discuss the habits every leader should adopt to succeed in planning ahead. The article includes 5 things the very best leaders do to prepare for the future as well as 5 mistakes which often see...