Call Center - Brad Cleveland

Really Listening to Customers: Your Strategic Advantage

Apr 24, 2025 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership

This article was originally published earlier this month at ICMI. I get it. “Listen to customers” has become an oft-repeated cliché — and one that often seems to collide with daily reality. Customer feedback isn’t always positive, easy to hear or...

From Timekeeper to Strategic Architect: The Evolution of WFM

Apr 11, 2025 | AI, Call Center, Contact Center, Customer Experience, Customer Service, Workforce Management

It was a pleasure recently to join Doug Casterton on his weWFM podcast for the episode “From Timekeeper to Strategic Architect: The Evolution of WFM.” We discussed how workforce management (WFM) has transformed from a tactical, scheduling-focused function...

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...

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...

6 Traits of a Customer-Focused Culture

Feb 21, 2025 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture

I recall a new restaurant with great food and impeccable service that quickly built a following. Referrals spread rapidly, reviews were positive, and before long, the waits to get in became longer. To customers, this was just confirmation the restaurant was a great...

The Customer Feedback Funnel

Feb 6, 2025 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership

Your feedback process should act as a funnel, catching data from all the various sources and bringing it into a centralized location. This could be a database that’s part of your customer relationship management (CRM) system, a dedicated customer feedback system, a...