LinkedIn Learning - Brad Cleveland

In the midst of contact center change, these immutable laws never change

Feb 19, 2026 | Call Center, Contact Center, Customer Service, LinkedIn Learning, Multi-channel Support, Workforce Management

There are three immutable laws at work in contact centers that you must keep in mind. They’re always present. Understanding them will help you establish the right metrics, communicate important trade-offs and shape an organizational structure that works well....

Does your customer service strategy drive success?

Feb 5, 2026 | Customer Access Strategy, Customer Experience, Customer Service, Leadership, LinkedIn Learning

There are many ways to approach customer service strategy, but there are three common characteristics among organizations that have the most success. This LinkedIn Learning video from my course “Customer Service Strategy” outlines these characteristics. And in every...

The Customer’s Perception of Service

Jan 29, 2026 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, LinkedIn Learning, Quality Management

Service quality is defined in terms of the customer’s perception of how well your services meet his or her expectations. Simple, right? But wait, aren’t expectations always changing? What do customers expect? The good news is identifying customer...

Is your definition of quality service delivery too narrow?

Jan 9, 2026 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Quality Management

Establishing the right standards for quality service delivery is essential to efficient and effective service. But many focus their quality efforts solely on customer interactions. In this video, from my LinkedIn Learning course “Quality Standards in Customer...

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....