Customer Experience - Brad Cleveland

Do your goals and metrics foster employee engagement?

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

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

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

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...

Build the right skills, knowledge, and leaders

May 26, 2022 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Organization and Culture

When developing an effective customer service strategy, you will need to include how to build the right skills, knowledge, and leaders. I’ve found in many cases those working on strategy will either under or overestimate the level of effort required by the...

A Humbling Lesson in Customer Experience

May 20, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, The Edge of Service

One of my first jobs was working for a company that provided business communications systems—telephone and computer systems. My usual task was to run cable. So, I spent a lot of time underneath the floors of corporations and hospitals and other buildings. Much of my...