Customer Service - Brad Cleveland

Improving Quality and Performance in Customer Experience

Nov 20, 2020 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Quality Management

Today’s generation of quality, performance, and customer experience initiatives is building on a rich history. Naturally, new ideas and methods will follow. But some core themes have emerged from these management advances—principles that are guiding current...

The Leadership Secret to Effective Coaching

Nov 11, 2020 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Quality Management

In the most engaged teams I’ve seen, there are solid coaching principles at work. But the ultimate leadership secret is to approach training, coaching and performance standards as opportunities to empower your employees to coach themselves. Learn more about how...

Build Customer Expectations into Plans and Direction

Nov 6, 2020 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service

Anticipating customer expectations is essential to developing effective customer service. In fact, customer expectations ultimately define what good service means. Truly understanding your customers can help you stand out in an environment that evolves every day. So,...

Keep Your Strategy Current

Oct 23, 2020 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

When a strategy goes out of date, decisions become fragmented and results begin to suffer. Effective leaders know how to develop strategies that don’t go out of date. They know how to implement processes and procedures that will keep the strategy current and the...

Your Organization’s Personality

Oct 16, 2020 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

Motorcycle company Harley Davidson has incredibly loyal customers. Riders join clubs and wear Harley clothes, and some even have Harley tattoos. Many CEOs and chief marketing officers point to Harley as the holy grail of customer loyalty, and wonder what they can do...

Customer Advocacy: Harnessing Service and Operations

Oct 1, 2020 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

It’s a smart move and highly recommended for any organization to instill the principles of customer advocacy in the customer service and operations functions. Unfortunately not all do. In this video from the LinkedIn Learning course “Customer...