LinkedIn Learning - Brad Cleveland

Keep Your Strategy Current

Oct 23, 2020 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

When a strategy goes out of date, decisions become fragmented and results begin to suffer. Effective leaders know how to develop strategies that don’t go out of date. They know how to implement processes and procedures that will keep the strategy current and the...

Customer Advocacy: Harnessing Service and Operations

Oct 1, 2020 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

It’s a smart move and highly recommended for any organization to instill the principles of customer advocacy in the customer service and operations functions. Unfortunately not all do. In this video from the LinkedIn Learning course “Customer...

Boosting the Value of Customer Service

Sep 10, 2020 | Call Center, Contact Center, Customer Service, LinkedIn Learning

Ensuring that your organization is getting maximum benefit from the effort and investments you’re putting into customer service is an important leadership opportunity. In this video, I explore three levels on which effective service creates value. This video is...

Using Strategy to Guide Decisions and Direction

Aug 13, 2020 | Call Center, Contact Center, Customer Service, Leadership, LinkedIn Learning

Organizations that consistently use their strategies to help guide decisions tend to go from strength to strength. They make better decisions and then have a better read on how well those decisions ultimately support their vision. How can you best use your strategy to...

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...