Call Center - Brad Cleveland

A Fascinating Time for CX

Oct 12, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

Recently, I was interviewed by Ziptone, the online resource for customer contact professionals in the Netherlands. It was a pleasure to talk with them about developments in customer experience, customer service and contact centers. Here is the beginning of the...

Voice of the Customer: As Essential as Oxygen

Oct 6, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

Feedback from customers is like oxygen. Your organization has to have it to survive and thrive. Voice of the Customer, or VOC, is the process of listening to and really understanding customers. It’s more than simply analyzing survey data. When you analyze feedback...

How to Leverage Your AI-Powered Customer Support Strategy

Sep 29, 2023 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Leadership, Multi-channel Support

When jumping into artificial intelligence, 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. Let’s take a look at leveraging your AI-powered customer support...

A CX Goal: Universal Participation in Product and Service Innovation

Sep 22, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Organization and Culture

The world is changing, customer expectations are evolving so innovation is the heartbeat of customer experience but how do you innovate? As the late management guru Peter Drucker asked, “You hire accountants for accounting and marketers for marketing and lawyers...

Customer Experience Transformation: Failure Is Not an Option

Sep 15, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

“75% of customer experience initiatives fail!” That’s a sensational headline. And one, even with a modest search of cases and literature, you’ll see often (in fact, estimates go as high as 93 percent). My question is, if your focus on customer experience fails, what’s...

Don’t Guess at Staffing: Proven Methods for Your Contact Center

Sep 8, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, LinkedIn Learning, Multi-channel Support, Workforce Management

How many people do you need to handle the customer workload on a Monday morning at 10:00 am? How about a Thursday afternoon at 2:00 pm? In this video from my LinkedIn Learning course “Managing a Customer Contact Center,” I introduce the methods used to...