Customer Service - Brad Cleveland

The Psychology of Queues

Oct 14, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Workforce Management

Queues are a fact of life—especially now, given staffing shortages and growing workloads in many organizations. All contact centers—even emergency services—queue customers some of the time. Answering every contact immediately would take as many staff as inbound...

Managing Customer Feedback: A Self-Assessment

Oct 7, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership, LinkedIn Learning

Every organization receives feedback from customers, but some manage it far more effectively. Where does your organization stand? How effective is your approach? This video, from my LinkedIn Learning course “Customer Service: Managing Customer...

The Customer Experience Sixpack

Sep 29, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

Just as there are six flight characteristics essential to pilots (which they refer to as the “sixpack”), there are six dynamics essential to customer experience leaders. We’re not talking about drinks or abs—these are the six underlying and most basic dynamics at...

Justifying Operational Budgets

Sep 16, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

When considering important aspects of justifying operational budgets— the funding you’ll need quarter after quarter, year after year — I recommend you use a toolkit of five ways to value returns on good customer experiences, and five types of costs that result from...

Customer Service Leadership: Understanding Customer Expectations

Sep 9, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

An essential part of customer service leadership is understanding what customers want. But what do they expect? And how are those expectations changing? You can explore the answers to these questions in this video below from my newest LinkedIn Learning course...

Refocus on Customer Advocacy

Sep 1, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, The Edge of Service

Customer advocacy means building a culture where, ideally, everyone in every role is advocating for customers. So here’s the definition I use for customer advocacy. And you’ll see, there are two parts to it: Customer advocacy consists of 1) the actions...