Leadership - Brad Cleveland

It’s Time to Build Your Customer Service Strategy

Jan 30, 2025 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Leadership, LinkedIn Learning, Organization and Culture

Customer service strategies are different from one organization to the next, but in every successful organization, they serve as a bridge between the organization’s vision and mission and the decisions and actions that happen every day with customers. If you...

Contact Center Management on Fast Forward receives Best Customer Experience Books of All Time award

Jan 23, 2025 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

It’s been almost 25 years since the first edition of Contact Center Management on Fast Forward was introduced. The response surpassed our highest expectations, and we were excited and grateful to see the book reach so many corners of the world. The book, now in...

Quality Standards for Customer Service: Common Misconceptions

Jan 16, 2025 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, LinkedIn Learning, Quality Management

I’ve found there are several common misconceptions that can hamper the development and use of quality standards. One common misconception is that quality standards are overly rigid and scripted. Another common misconception is that quality standards for customer...

Build Customer Insight into Your Vision

Jan 10, 2025 | Customer Experience, Customer Service, Leadership

A clear vision, well communicated and continually reinforced by you, is essential to engaging your employees, aligning objectives, and driving action. I have colleagues who are huge fans of eyewear retailer Warby Parker. Warby Parker is renowned for exceptional...

Effective Customer Service Strategies: 4 Key Factors

Dec 20, 2024 | Customer Experience, Customer Service, Leadership, LinkedIn Learning

As 2024 comes to a close, take some time to reflect on your customer service strategic direction. Is there a secret to ensuring that your customer service strategy is effective? Are there common denominators among organizations getting the best results? I’ve...

A New Wave of Work Is Coming to Contact Centers

Nov 21, 2024 | AI, Call Center, Contact Center, Leadership, Multi-channel Support

Epiphanies can come from the most unexpected sources. My wife Kirsten and I recently spent some time in the London area. It was to be a quick business trip, but seeing that it fell on my birthday, we decided we’d add some personal days—with the goal of trying a new...