Contact Center - Brad Cleveland

The Power of One: Every Agent Matters

Mar 27, 2020 | Call Center, Contact Center, Customer Service, Organization and Culture, Workforce Management

In these extraordinary times when many of us have had to transition our customer service agents to work at home, it is more important than ever that all agents understand their individual contribution to servicing customers. And that they understand how much they are...

Building a Cohesive Virtual Team

Mar 11, 2020 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Information and communications technologies have created organizations that span geography and time. Multi-site environments, cross-functional teams, and extended-hour or 24/7 operations are common contact center examples. If you are a manager or director, you may...

Removing Barriers to Employee Motivation and Engagement

Feb 27, 2020 | Call Center, Contact Center, Customer Service, LinkedIn Learning

Incentives, rewards, and other motivational tactics rarely work for long or have limited impact, but you can implement strategies that knock down barriers to great work and significantly improve your customer service. Learn more about demotivators and how to identify...

Customer Access Strategy as Playbook

Feb 20, 2020 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership

Does a customer access strategy sound like something that would be nice to have? Actually, it’s vital. Just ask anyone who’s part of the University of California’s Retirement Administration Service Center (UC RASC). The University of California is the world’s leading...

Customer Service Strategy: Avoid Common Pitfalls

Feb 14, 2020 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, LinkedIn Learning

Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, “We have a strategic plan. It’s called doing things.” He makes a great point. Developing strategies shouldn’t be an overly academic or formal exercise, with the result...

The Contact Center’s Role in Building Self-Service

Feb 4, 2020 | Call Center, Contact Center, Customer Service, Multi-channel Support, Self-service

Many organizations are learning firsthand that contact centers play a central role in encouraging and supporting low-cost access channels. For example, the contact center can provide a wealth of information about which contacts can be automated or handled in customer...