Customer Experience - Brad Cleveland

Important Lessons for Leveraging Technology

by bradcleveladev | Jul 15, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

With a clear vision and sound processes, the right technology solutions tend to come into focus. Some improvements will be incremental—small wins here and there—and others will be more sweeping. As you look for ways to leverage technology—whether incremental or...

Developing Your Service Strategy

by bradcleveladev | Jul 7, 2022 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

Whether you’re a one person design company, a 50 person software startup or a global airline with thousands of employees, you need a strategy for serving your customers. Strategy is the bridge between your organization’s vision and mission and the specific...

Do your goals and metrics foster employee engagement?

by bradcleveladev | Jun 30, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture

This has been a brutal few years for many contact centers. Supply chain problems and the Great Resignation have caused challenges on every aspect of customer care. The work we’re handling has surged and become more complex, while the employees we need to handle it...

Quality standards that align with customer experience

by bradcleveladev | Jun 21, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Quality Management

Dee Hock, founder and former CEO of the credit card system that became VISA International, once said, “Simple, clear purpose and principles give rise to complex and intelligent behavior. Complex rules and regulations give rise to simple and stupid behavior.” You’ll...

Justifying Your Customer Service Budget

by bradcleveladev | Jun 9, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

There are several important aspects of how to justify your customer service budget. You’ll want to use analysis you’ve done on the cost of poor service and the value of good service. It’s a bit like planning a trip. You might use a taxi or rideshare service to meet...

Create a Specific, Compelling Vision

by bradcleveladev | Jun 2, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture

A clear vision, well communicated and continually reinforced by you, is essential to engaging your employees, aligning objectives, and driving action. Vision can take many forms, including a vision statement, a mission statement, a set of values, or some overarching...