Leadership - Brad Cleveland

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When a strategy goes out of date, decisions become fragmented and results begin to suffer. Effective leaders know how to develop strategies that don’t go out of date.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...

Empowering Your Customer Service Team

Sep 18, 2020 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture

Many organizations want to do the right thing for customers, but too often put a multi-layered, time-eroding approval process in place to get there. By then, the customer is gone, or the loyalty that could arise from their experience has dwindled. That’s not effective...

The Stay Interview: A Powerful Retention Tool

Sep 3, 2020 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

The best contact centers continually work on the root causes of turnover. There are many common causes of turnover, such as insufficient development opportunities, pace of effort required, feeling of not being appreciated, the list goes on. What is most important in...

Understanding What Motivates Your Team

Aug 26, 2020 | Call Center, Contact Center, Customer Service, Leadership, Quality Management

I’m going to say something that may be a surprise. You will not, now or ever, be able to motivate your team. It’s not going to happen. You can, however, help motivate the people who are a part of it. Yes, it’s true, many of us refer to...