Customer Service - Brad Cleveland

Customer Feedback: Analyzing Input

Aug 12, 2025 | Call Center, Contact Center, Customer Experience, Customer Service, Customer Surveys, LinkedIn Learning

In the strategic approach to managing customer feedback, analyzing input is where disparate data begins to come to life and tell stories. It’s a bit like putting a snorkel mask on and jumping off a boat to explore the coral reef. What you discover is nothing...

Idea Starter: AI for Customer Service

Jul 29, 2025 | AI, Call Center, Contact Center, Customer Service, Leadership

When jumping into AI for customer service, many organizations inventory what they’re doing now and look for opportunities to automate. This “fixed pie” thinking can be limiting out of the gate. Those with the best service start first and foremost with customer needs...

New Course: The AI-Driven Customer Service Representative

Jul 24, 2025 | AI, Call Center, Contact Center, Customer Experience, Customer Service, LinkedIn Learning, Organization and Culture

Recently, my newest LinkedIn Learning course, The AI-Driven Customer Service Representative, was launched. This course is built for those of you on the front lines, interacting with customers, solving problems, and keeping things moving. In this course, we explore...

Calculating Customer Attrition Due to Poor Service

Jul 9, 2025 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, LinkedIn Learning

Poor customer service negatively impacts how your customers behave, in some cases causing customer attrition. A study from Accenture found that of those reporting the bad experience, 97% changed their future buying decisions, 58% stopped buying, 52% switched, and 52%...

Customer Advocacy: Internal or External…or Both?

Jun 26, 2025 | Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture

In recent years, customer advocacy has been a hot topic in marketing and customer service circles. But if you do a search on the term, you’ll find two very different definitions. One is an internal perspective: focusing the organization on what’s best for customers,...

The Power of One in a Contact Center

Jun 4, 2025 | Call Center, Contact Center, Customer Service, LinkedIn Learning, Quality Management, Workforce Management

The power of one is among the most important principles for any contact center agent to understand. Every individual makes a significant impact on customer wait times and agent occupancy – even in large centers. Share this video from my LinkedIn Learning course...