Quality Management - Brad Cleveland

A Powerful Pair: Drive customer service rep performance with these two metrics

Nov 7, 2025 | Call Center, Contact Center, Customer Experience, Customer Service, LinkedIn Learning, Organization and Culture, Quality Management

Measuring customer service rep performance is a topic that has often been controversial. Performance measures are usually tied to behavioral expectations and standards, so many questions can arise: Are the measures fair? Are they truly within an individual’s...

Improving Customer Service: More Than Meets the Eye

Oct 23, 2025 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, LinkedIn Learning, Organization and Culture, Quality Management

Consider any aspect of improving customer service you want. Let’s say handling service issues correctly the first time so that there’s no unnecessary additional work. You’ll soon discover that there’s more to it than may at first meet the eye....

The Power of One in a Contact Center

Jun 4, 2025 | Call Center, Contact Center, Customer Service, LinkedIn Learning, Quality Management, Workforce Management

The power of one is among the most important principles for any contact center agent to understand. Every individual makes a significant impact on customer wait times and agent occupancy – even in large centers. Share this video from my LinkedIn Learning course...

Digital Literacy: How to Train Agents to Work Alongside AI Tools

Apr 30, 2025 | AI, Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Organization and Culture, Quality Management

Recently, I spoke to Megan Jones of Call Centre Helper Magazine about how to train agents to work alongside AI tools. We had a great discussion that included answers to these questions: Are most organizations doing what they need to do to successfully train agents to...

Coaching for High Performance: A Strategic Approach

Mar 5, 2025 | Call Center, Contact Center, Customer Service, Organization and Culture, Quality Management

Strategic coaching is essential to employee engagement and the highest levels of performance. Tactical coaching is focused on specific skills or requirements. By strategic coaching, I mean coaching that is ongoing and focused on developing the whole person. Think of...

Connect the Dots with a Three-Layered CX Dashboard

Feb 13, 2025 | Customer Experience, Customer Service, Leadership, LinkedIn Learning, Quality Management

You probably have a ton of data on customers, products, services, and processes. A customer experience dashboard will help you cut through the clutter and tell a unified story. CX dashboards are important tools and, along with human experience and wisdom, can put and...