Leadership - Brad Cleveland

The Best-Managed Contact Centers: #2 – They Have a Supporting Culture

Nov 14, 2018 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Characteristic #2: They Have a Supporting Culture Culture — the inveterate principles or values of the organization — tends to guide behavior, and can either support and further or, as some have learned the hard way, ruin the best-laid plans for organizational...

Traits of Successful Customer Advocacy Initiatives

Nov 8, 2018 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

When implementing your own customer advocacy initiatives, it can be helpful to learn what was worked well for others. This video explores ways organizations have structured their advocacy programs and five traits of successful initiatives. The video is from my...

The Best-Managed Contact Centers: #1 – They Produce High Levels of Value

Nov 1, 2018 | Call Center, Contact Center, Customer Service, Leadership

In some organizations, you can feel the energy as soon as you walk in the door. It takes many forms: pride of workmanship, a feeling of community, good planning, coordination and the willingness to make the “extra effort.” Everybody knows what the mission...

How to Meet Changing Customer Expectations

Oct 26, 2018 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Videos

How to Boost Your Contact Center’s Value to the Organization

Oct 24, 2018 | Call Center, Contact Center, Customer Service, Leadership

Contact centers have enormous potential to provide departments across the organization with valuable insight and support. This can include input on customers, products, services, and processes—information that, when captured and used, can transform your...

Putting Yourself in Your Customers’ Shoes

Oct 17, 2018 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

Many of the best decisions you make as a customer service leader will come by putting yourself in your customers’ shoes, really seeing things as they do. In a recent LinkedIn Learning Course that I recorded, Customer Service Leadership, I include some...