Quality Management - Brad Cleveland

4 Essentials for Contact Center Success: The Best Days Are Ahead!

May 24, 2024 | AI, Contact Center, Customer Experience, Customer Service, Organization and Culture, Quality Management, Research/Statistics, The Edge of Service, Uncategorized

Last winter I reflected on what I learned at ICMI’s Contact Center Expo, and ended with a bold prediction: for contact centers and for those of us who are part of them, the best days are ahead. To read more about why I think this is the case, click here. The best...

The Enablers: 3 Essentials for High-Quality Customer Service

Mar 18, 2024 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Quality Management, Workforce Management

Some managers assume that quality standards are primarily for individuals, those actually delivering the service. But don’t miss half the fun and half the value. Establish the right quality standards for your organization, and you’ll see great things...

The Cost of Recurring Problems

Mar 7, 2024 | Call Center, Contact Center, Customer Experience, Customer Service, Quality Management

I recently traveled to several countries in Asia, with different airlines involved. Somehow, the travel agency that helped me had my passport expiration date wrong by one digit. It resulted in hours of explanations to airlines and immigration officials. And it...

Building Trust and Empowerment with Customer-Focused Coaching

Jul 27, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Quality Management

Athletes often describe their best coaches as mentors and supporters that pushed them to be their best. Unfortunately, that’s not always the case with customer service coaching. Many employees face coaching with nervousness and...

5 Secrets to Quality Service

Dec 1, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Organization and Culture, Quality Management

I’ve seen organizations achieve every level of success. Some top their industry in customer loyalty, and they enjoy the strong business results that come with it. Others struggle as they face disruption or competition or lose internal focus on...

Great customer experiences happen by design

Nov 10, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture, Quality Management

Customer-centric organizations spend proportionally more time designing processes and proportionally less time getting better at appeasing unhappy customers. They devote their attention to eliminating what makes customers unhappy in the first place. Of course,...