customer access strategy - Brad Cleveland

Idea Starter: AI for Customer Service

Jul 29, 2025 | AI, Call Center, Contact Center, Customer Service, Leadership

When jumping into AI for customer service, many organizations inventory what they’re doing now and look for opportunities to automate. This “fixed pie” thinking can be limiting out of the gate. Those with the best service start first and foremost with customer needs...

Train and Manage AI-Empowered Customer Service Teams

Feb 26, 2025 | AI, Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, LinkedIn Learning

AI has emerged as a game changer in customer service. However, successful adoption requires you to effectively train and manage the human teams that work alongside AI tools. In this LinkedIn Learning video from my course “Using AI for Customer Service...

The Seven Factors of Customer Tolerance

Jul 12, 2024 | Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, LinkedIn Learning, Quality Management

Customer tolerance influences how long customers will wait, how many give up and leave, whether they try alternatives, and how they feel about the experience. In this video from my LinkedIn Learning course Customer Service: How to Manage Your Customer Queues, I...

What’s Happening with Contact Center Workload?

Jul 2, 2024 | AI, Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Multi-channel Support, Organization and Culture, The Edge of Service

What’s happening with contact center workload? Is the work handled by agents declining as AI capabilities become more robust and prevalent? Are calls being supplanted by digital channels and self-service? These are important questions—the answers will impact your...

What Do Your Customers Want? 10 Expectations to Guide Your Service Strategy

Apr 3, 2024 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

Understanding what customers want is essential to building an effective customer service strategy. In turn, effective strategy will help you meet or exceed those expectations. Customer expectations evolve and sometimes that happens very quickly. The experiences that...