Customer Service - Brad Cleveland

AI in Customer Service: The Nifty 9

Dec 8, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

When it comes to using artificial intelligence, many organizations just jump in and automate what they can, but those with the best service start first and foremost with customer needs and expectations and use them to guide decisions. These organizations are giving...

Prepare Your Contact Center for the Future

Dec 1, 2023 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Multi-channel Support

Megan Jones, Editor at Call Centre Helper, recently interviewed me to discuss the habits every leader should adopt to succeed in planning ahead. The article includes 5 things the very best leaders do to prepare for the future as well as 5 mistakes which often see...

The Psychology of Queues

Nov 17, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Workforce Management

From a customer’s perspective, there are two basic types of queues. (And I don’t mean long ones and short ones.) Queues are either visible or invisible. Visible queues refer to any situation where customers know where they are in line. With invisible...

Better Service at Lower Costs? Yes, It’s Possible

Nov 9, 2023 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership

The need to identify and address customer expectations stems from a widely accepted principle: improvements in customer satisfaction lead to increased customer loyalty, better business results and a stronger brand reputation. Consider the old adage about building the...

The ROI of Customer Service: Overcoming Objections

Nov 3, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

Understanding the value of customer service and how to quantify that value has never been so important. And that’s true for any organization and for anyone leading customer service teams or projects. Your finance department may have an ROI calculator to help you...

CX Leadership: 3 Questions to Ask Yourself

Oct 27, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

There’s a lot riding on customer experience leaders right now. Our organizations, our customers, our employees are counting on us. As you embark on new (or renewed) efforts toward improved customer experience, let me suggest a few questions to ponder: What’s your...