Customer Service - Brad Cleveland

Stories from the Field: Give Your Forecast More Attention

May 13, 2025 | Call Center, Contact Center, Customer Service, LinkedIn Learning, Workforce Management

I recall a consulting project with a company that was struggling to provide consistent service to their customers. At times, customers had to endure painfully long waits but other times their employees were sitting idle waiting for something to happen. It became...

Digital Literacy: How to Train Agents to Work Alongside AI Tools

Apr 30, 2025 | AI, Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Organization and Culture, Quality Management

Recently, I spoke to Megan Jones of Call Centre Helper Magazine about how to train agents to work alongside AI tools. We had a great discussion that included answers to these questions: Are most organizations doing what they need to do to successfully train agents to...

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...

Encouraging Dialogue with Customer Advocates

Apr 3, 2025 | Customer Relationships, Customer Experience, Customer Service, Customer Surveys, Leadership, LinkedIn Learning

Customer advocates are influential, even as passive promoters. They write testimonials and reviews, and they answer questions to reviews or on forums. Their engagement is visible, and it’s very believable. You further customer advocacy as you encourage dialogue,...

The Power of Telling Your Customers’ Stories

Mar 14, 2025 | Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

To design and deliver great customer experiences, you have to understand the customer’s journey. Put another way, their story. To understand the customer narrative, the most successful organizations harness something that’s been around as long as humanity,...