Customer Service - Brad Cleveland

Using Strategy to Guide Decisions and Direction

Aug 13, 2020 | Call Center, Contact Center, Customer Service, Leadership, LinkedIn Learning

Organizations that consistently use their strategies to help guide decisions tend to go from strength to strength. They make better decisions and then have a better read on how well those decisions ultimately support their vision. How can you best use your strategy to...

Make Your Customer Access Strategy Uniquely Yours

Aug 6, 2020 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership

What access channels should be opened up? What’s the nature of service you intend to provide? Beyond applying sound management principles, these decisions are yours to make. My overarching advice: Make your customer access strategy uniquely yours — do what’s best for...

Customer Expectations of Service Delivery

Jul 30, 2020 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service

Service quality is defined in terms of the customer’s perception of how well your services meet his or her expectations. Simple, right? But wait, aren’t expectations always changing? What do customers expect? This can seem like a daunting challenge for...

Identifying Root Causes

Jul 16, 2020 | Call Center, Contact Center, Customer Service, LinkedIn Learning, Quality Management

Have you ever heard or been part of this conversation: I thought we fixed that problem, why are we talking about it again? Chances are, a symptom was addressed, at least temporarily, but the root cause was not fully identified and resolved. Your proof that a problem...

How to Balance Service and Cost in the Contact Center

Jul 10, 2020 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

Back in December, I had the pleasure of being interviewed by Jeff Toister, a customer service consultant based in San Diego. The interview touched on a variety of topics, but was focused on issues around staffing and scheduling. We discussed how offering great service...

Enabling a Supporting Culture

Jul 3, 2020 | Call Center, Contact Center, Customer Service, LinkedIn Learning, Organization and Culture

Studies show a strong link between engaged employees and higher levels of productivity and profitability. In one example, Gallup found that companies ranked in the top quartile for employee engagement are 18% more productive and 12% more profitable than those in lower...