LinkedIn Learning - Brad Cleveland

Identifying Root Causes

Jul 16, 2020 | Call Center, Contact Center, Customer Service, LinkedIn Learning, Quality Management

Have you ever heard or been part of this conversation: I thought we fixed that problem, why are we talking about it again? Chances are, a symptom was addressed, at least temporarily, but the root cause was not fully identified and resolved. Your proof that a problem...

Enabling a Supporting Culture

Jul 3, 2020 | Call Center, Contact Center, Customer Service, LinkedIn Learning, Organization and Culture

Studies show a strong link between engaged employees and higher levels of productivity and profitability. In one example, Gallup found that companies ranked in the top quartile for employee engagement are 18% more productive and 12% more profitable than those in lower...

In Customer Service Timing Is Critical

Jun 11, 2020 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, LinkedIn Learning, Workforce Management

The right place at the right time. It’s a common phrase, but in customer service, it matters more than ever. Timing is critical. In customer service, we’re like pilots or stage hands. Like them, we also work in a time-driven environment. It’s not...

Removing Barriers to Employee Motivation and Engagement

Feb 27, 2020 | Call Center, Contact Center, Customer Service, LinkedIn Learning

Incentives, rewards, and other motivational tactics rarely work for long or have limited impact, but you can implement strategies that knock down barriers to great work and significantly improve your customer service. Learn more about demotivators and how to identify...

Customer Service Strategy: Avoid Common Pitfalls

Feb 14, 2020 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, LinkedIn Learning

Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, “We have a strategic plan. It’s called doing things.” He makes a great point. Developing strategies shouldn’t be an overly academic or formal exercise, with the result...

Employee Engagement: A Key Metric in All Service Environments

Jan 9, 2020 | Call Center, Contact Center, Customer Service, Leadership, LinkedIn Learning, Organization and Culture, Research/Statistics

Employee engagement should be a key metric in all service environments. Research shows that employee engagement influences – even drives – customer satisfaction and loyalty. Retention, productivity, and quality are all strongly and positively correlated...