LinkedIn Learning - Brad Cleveland

Evaluating CX Improvement Initiatives

Apr 12, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

How should you assess potential projects? Perhaps there are new technologies that can help you deliver services more efficiently or sorely needed process-improvement efforts. Or maybe there is a training program that you know will bring...

Be Bold in Doing What’s Right

Mar 16, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Organization and Culture, Workforce Management

When you think about innovation and growth in the future, what’s your role as a leader? Are there steps you need to take that are a little bit uncomfortable or require some courage? In this video from my recent LinkedIn Learning course “Contact Center...

Employee Engagement: The Key Driver and 4 More

Feb 23, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Organization and Culture

The most customer-centric organizations build on a foundation of employee engagement. What’s behind that level of engagement? As it turns out the key driver is purpose. Watch this video from my LinkedIn Learning course “The 10 Pillars of...

Listening to the Voice of the Customer

Feb 10, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

The best customer experience leaders know how to listen and respond. Feedback from customers and employees is like oxygen. Your organization must have it to survive and thrive. Whether you’re a print shop with three employees, a government agency with 3,000, or...

Forecasting the Contact Center Workload

Jan 19, 2023 | Call Center, Contact Center, Customer Relationships, Customer Service, LinkedIn Learning, Multi-channel Support, Workforce Management

Everything to do with getting resources right in a contact center begins with forecasting, predicting what the workload will be. Workload is what leads to how many agents are hired, what your schedule should look like, the number of workstations you need, even how...

Stories from the Field: Improving the Service Process

Jan 4, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

Focusing on improvements at the process level is so powerful. I once did some work for a company that provides software packages for businesses, and I spent some time in their customer support area, the team that provides technical support to customers. A lot of...