Contact Center - Brad Cleveland

Celebrate – often!

Dec 22, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

Would you go to a game and wait until your team won to cheer? Building an organization (or division, function, or team) that consistently delivers great customer experiences takes focus, work and unwavering commitment. Celebrating progress along the way is essential...

10 Components of a Customer Access Strategy

Dec 16, 2022 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

Whether you’re a one person building contractor, a technology start-up, a government agency, or a global airline, you need a customer access strategy that defines how your organization will interact with customers. An effective...

Customer Advocacy: The Secret Sauce

Dec 9, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture

There’s a scene in the movie Jobs, the biographical drama of Steve Jobs’ life, where he is shown fiddling with a portable CD player. It’s clumsy, heavy, and he struggles to get the CD loaded. The next scene shows him throwing the device into the trash. Of course, the...

5 Secrets to Quality Service

Dec 1, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Organization and Culture, Quality Management

I’ve seen organizations achieve every level of success. Some top their industry in customer loyalty, and they enjoy the strong business results that come with it. Others struggle as they face disruption or competition or lose internal focus on...

Who are your innovators?

Nov 18, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture

I once had a chance to meet and talk with the late W. Edwards Deming. Dr. Deming was one of the world’s preeminent quality gurus, and author of the bellwether book, Out of the Crisis. This was years ago, and I was young and eager to learn. He lamented the fear...

Great customer experiences happen by design

Nov 10, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture, Quality Management

Customer-centric organizations spend proportionally more time designing processes and proportionally less time getting better at appeasing unhappy customers. They devote their attention to eliminating what makes customers unhappy in the first place. Of course,...