Customer Service - Brad Cleveland

Enabling a Supporting Culture

Jul 3, 2020 | Call Center, Contact Center, Customer Service, LinkedIn Learning, Organization and Culture

Studies show a strong link between engaged employees and higher levels of productivity and profitability. In one example, Gallup found that companies ranked in the top quartile for employee engagement are 18% more productive and 12% more profitable than those in lower...

Empower Your Workforce to Fix Things for Customers

Jun 23, 2020 | Call Center, Contact Center, Customer Service, Organization and Culture, Workforce Management

Real-time management is often viewed as a matter of responding to workload quantities. What’s often missed in these discussions is how to respond to the nature of the workload. If it’s heavy, there usually are underlying issues driving it. You can throw all the...

In Customer Service Timing Is Critical

Jun 11, 2020 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, LinkedIn Learning, Workforce Management

The right place at the right time. It’s a common phrase, but in customer service, it matters more than ever. Timing is critical. In customer service, we’re like pilots or stage hands. Like them, we also work in a time-driven environment. It’s not...

Knowing Your Customers

May 29, 2020 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Quality Management

How do you know what a customer needs? If you mention customer advocacy and pose that question many executives will say, “Well they tell us, right?” I think they picture a frustrated customer across the counter or perhaps calling or posting a message that...

Guidance for Customers

May 22, 2020 | Call Center, Contact Center, Customer Service, Videos

During a time when customer service wait times are longer than usual, here’s a short broadcast that played in local TV markets:

Developing – or Reconsidering – Your Service Strategy

May 14, 2020 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership

In these unprecedented times, you may find yourself rethinking your organization’s strategy for serving your customers. Strategy is the bridge between your organization’s vision and mission and the specific decisions required to make them a reality. This...