Quality Management - Brad Cleveland

The Customer’s Perception of Service

Jan 29, 2026 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, LinkedIn Learning, Quality Management

Service quality is defined in terms of the customer’s perception of how well your services meet his or her expectations. Simple, right? But wait, aren’t expectations always changing? What do customers expect? The good news is identifying customer...

Is your definition of quality service delivery too narrow?

Jan 9, 2026 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Quality Management

Establishing the right standards for quality service delivery is essential to efficient and effective service. But many focus their quality efforts solely on customer interactions. In this video, from my LinkedIn Learning course “Quality Standards in Customer...

Why Great Leaders Never Skip One-on-Ones

Dec 4, 2025 | Customer Experience, Leadership, Organization and Culture, Quality Management

Unlock the true power of leadership with effective one-on-one meetings! In this episode, Brad Cleveland shares why skipping these vital conversations is a mistake, and how regular one-on-ones can transform your team’s engagement, trust, and accountability. Drawing on...

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...