Contact Center - Brad Cleveland

Contact Center Management on Fast Forward receives Best Customer Experience Books of All Time award

Jan 23, 2025 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

It’s been almost 25 years since the first edition of Contact Center Management on Fast Forward was introduced. The response surpassed our highest expectations, and we were excited and grateful to see the book reach so many corners of the world. The book, now in...

Quality Standards for Customer Service: Common Misconceptions

Jan 16, 2025 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, LinkedIn Learning, Quality Management

I’ve found there are several common misconceptions that can hamper the development and use of quality standards. One common misconception is that quality standards are overly rigid and scripted. Another common misconception is that quality standards for customer...

Champion the Customer: Make It Easy, Make It Happen, Show You Care

Dec 5, 2024 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, LinkedIn Learning

One of my newest LinkedIn Learning courses, Championing the Customer in Everything You Do, outlines the CENTERED approach – simple steps anyone can take to keep the customer front and center. This video discusses the second step: Engage proactively. Take a few minutes...

A New Wave of Work Is Coming to Contact Centers

Nov 21, 2024 | AI, Call Center, Contact Center, Leadership, Multi-channel Support

Epiphanies can come from the most unexpected sources. My wife Kirsten and I recently spent some time in the London area. It was to be a quick business trip, but seeing that it fell on my birthday, we decided we’d add some personal days—with the goal of trying a new...

Boosting the Strategic Value of Customer Interaction

Oct 15, 2024 | Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture

Delivering effective customer service is not a program, a back office function or an initiative – it’s a way of doing business that produces value for customers and the organization. One of the most important leadership priorities in today’s uncertain economic...

Celebrate—Often!

Sep 20, 2024 | Contact Center, Customer Experience, Leadership, Organization and Culture

Would you go to a game and wait until your team won to cheer? Building an organization (or division, function, or team) that consistently delivers great customer experiences takes focus, work and unwavering commitment. Celebrating progress along the way is essential...