LinkedIn Learning - Brad Cleveland

A Structured Approach to Customer Advocacy

Apr 7, 2022 | Call Center, Contact Center, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Organization and Culture

Customer advocacy has the potential to strengthen your organization and transform customers into enthusiastic brand advocates. But you have to unleash it. Whether you’re developing customer advocacy within a team, a department, or across the organization,...

Managing customer feedback in real time

Mar 23, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership, LinkedIn Learning, Quality Management

Managing customer feedback includes both short and long-term objectives. It involves responding to feedback as it happens and collecting and analyzing feedback from many customers to look for recurring problems and opportunities. This video explores what it takes to...

Want engaged employees? Create a supporting culture

Mar 10, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Organization and Culture, Quality Management

In some organizations you can feel the energy. You can just tell employees are committed and engaged. I’ve seen that seven key principles are always at work in great organizations. These organizations see both employee engagement and business returns improve. I...

Tell your customer’s story

Feb 22, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

In the earlier years of my career, I put a lot of emphasis on logic and data. I’ve since discovered that the best customer experience leaders wrap data in a compelling narrative. They bring it to life and stir others to action. Learn about several tools you can...

Three Immutable Laws of Contact Centers

Feb 9, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, LinkedIn Learning, Multi-channel Support, Organization and Culture, 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....

Prioritizing service improvements

Jan 26, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

As a leader, you face many choices when deciding where and how to improve service. And the possibilities multiply when analyzing customer data from sources that range from social posts to surveys to operational metrics. So, which issues do you tackle first? There are...