bradcleveladev - Brad Cleveland

Embracing Change in Contact Centers: 20 Trends and 3 Recommendations

Jun 14, 2024 | Call Center, Contact Center, Leadership

We are midway into 2024. How’s it going? It has certainly been a year of new developments in customer experience and contact centers. In January I wrote an article series for ICMI on the future of contact centers. The last article in the series identifies 20 trends...

The Highest Level of Customer Service Leadership

May 17, 2024 | AI, Customer Experience, Customer Service, Leadership, LinkedIn Learning

Professor Jim Collins and his team of researchers for the book Good to Great identified what they call Level 5 Leadership. The greatest leaders are those who build an organization, team or department that continues to thrive after they’re gone. Collins’...

The Future of Contact Centers: 5 Insights

May 9, 2024 | Call Center, Contact Center, Leadership, Multi-channel Support, Organization and Culture

After ICMI’s most recent Contact Center EXPO, I wrote a series of articles with reflections on the future of contact centers. I was recently reminded of them and thought I would share five thoughts from the first article. 1. AI Augmentation, Not Replacement Contact...

Championing the Customer in Everything You Do

May 3, 2024 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Organization and Culture

My newest course on LinkedIn Learning is “Championing the Customer in Everything You Do.” It is intended for any role in the organization, at any level. I hope it will help identify how to deliver an experience that customers will remember and why each person,...

Why Is It Getting Harder to Be a Good Customer Service Leader?

Apr 18, 2024 | Call Center, Contact Center, Customer Service, Leadership

Many customer service leaders today are scratching their heads and wondering why it feels like it is harder than ever to be effective as a customer service leader. Why is that? What is making it more difficult to meet the expectations of customers? Why does it feel...