Customer Service - Brad Cleveland

From Timekeeper to Strategic Architect: The Evolution of WFM

Apr 11, 2025 | AI, Call Center, Contact Center, Customer Experience, Customer Service, Workforce Management

It was a pleasure recently to join Doug Casterton on his weWFM podcast for the episode “From Timekeeper to Strategic Architect: The Evolution of WFM.” We discussed how workforce management (WFM) has transformed from a tactical, scheduling-focused function...

Encouraging Dialogue with Customer Advocates

Apr 3, 2025 | Customer Relationships, Customer Experience, Customer Service, Customer Surveys, Leadership, LinkedIn Learning

Customer advocates are influential, even as passive promoters. They write testimonials and reviews, and they answer questions to reviews or on forums. Their engagement is visible, and it’s very believable. You further customer advocacy as you encourage dialogue,...

The Power of Telling Your Customers’ Stories

Mar 14, 2025 | Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

To design and deliver great customer experiences, you have to understand the customer’s journey. Put another way, their story. To understand the customer narrative, the most successful organizations harness something that’s been around as long as humanity,...

Coaching for High Performance: A Strategic Approach

Mar 5, 2025 | Call Center, Contact Center, Customer Service, Organization and Culture, Quality Management

Strategic coaching is essential to employee engagement and the highest levels of performance. Tactical coaching is focused on specific skills or requirements. By strategic coaching, I mean coaching that is ongoing and focused on developing the whole person. Think of...

Train and Manage AI-Empowered Customer Service Teams

Feb 26, 2025 | AI, Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, LinkedIn Learning

AI has emerged as a game changer in customer service. However, successful adoption requires you to effectively train and manage the human teams that work alongside AI tools. In this LinkedIn Learning video from my course “Using AI for Customer Service...

6 Traits of a Customer-Focused Culture

Feb 21, 2025 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture

I recall a new restaurant with great food and impeccable service that quickly built a following. Referrals spread rapidly, reviews were positive, and before long, the waits to get in became longer. To customers, this was just confirmation the restaurant was a great...