LinkedIn Learning - Brad Cleveland

A Powerful Pair: Drive customer service rep performance with these two metrics

Nov 7, 2025 | Call Center, Contact Center, Customer Experience, Customer Service, LinkedIn Learning, Organization and Culture, Quality Management

Measuring customer service rep performance is a topic that has often been controversial. Performance measures are usually tied to behavioral expectations and standards, so many questions can arise: Are the measures fair? Are they truly within an individual’s...

Improving Customer Service: More Than Meets the Eye

Oct 23, 2025 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, LinkedIn Learning, Organization and Culture, Quality Management

Consider any aspect of improving customer service you want. Let’s say handling service issues correctly the first time so that there’s no unnecessary additional work. You’ll soon discover that there’s more to it than may at first meet the eye....

Navigating the Customer Journey

Oct 9, 2025 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, LinkedIn Learning

Navigating the customer journey is about understanding customers and helping guide their experience. It’s not your journey, it’s their journey. And you have the privilege of being a guide. One very helpful tool in this is understanding the 10 universal...

Employee Motivation: Make It Personal

Sep 12, 2025 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, LinkedIn Learning, Organization and Culture

We all have many things in common. We want to do work that matters. We want to be supported and empowered. We appreciate recognition for a job well done. But we’re also wired differently and general motivation doesn’t always go far enough. Generic advice...

Contact Center Planning: From Chaos to Customer-Focus

Aug 28, 2025 | Call Center, Contact Center, Customer Service, Leadership, LinkedIn Learning, Multi-channel Support, Workforce Management

When I think of contact center planning, this definition from the International Customer Management Institute, ICMI, is the first thing that comes to mind. Contact center management is the art of having the right number of properly skilled people and supporting...

Customer Feedback: Analyzing Input

Aug 12, 2025 | Call Center, Contact Center, Customer Experience, Customer Service, Customer Surveys, LinkedIn Learning

In the strategic approach to managing customer feedback, analyzing input is where disparate data begins to come to life and tell stories. It’s a bit like putting a snorkel mask on and jumping off a boat to explore the coral reef. What you discover is nothing...