LinkedIn Learning - Brad Cleveland

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...

Contact Center Scheduling Can Be Creative and Collaborative

Jan 2, 2020 | Call Center, Contact Center, Customer Service, LinkedIn Learning, Workforce Management

It’s a new year and a great time to reflect on challenges in your contact center. Chances are that if you’ve managed a contact center for any length of time, organizing schedules has been one of them. But there is good news. Scheduling is creative....

The Edge of Service: Principles of Effective Budgeting

Nov 21, 2019 | Call Center, Contact Center, Customer Service, Leadership, LinkedIn Learning, The Edge of Service

It’s that time of the year, and as you head into budgets and budget presentations, I encourage you to make them as complete as they need to be — but as brief and to the point as possible. In a recent issue of The Edge of Service®, I include an excerpt from one...