Customer Service - Brad Cleveland

Building a Cohesive Virtual Team

Mar 11, 2020 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Information and communications technologies have created organizations that span geography and time. Multi-site environments, cross-functional teams, and extended-hour or 24/7 operations are common contact center examples. If you are a manager or director, you may...

Removing Barriers to Employee Motivation and Engagement

Feb 27, 2020 | Call Center, Contact Center, Customer Service, LinkedIn Learning

Incentives, rewards, and other motivational tactics rarely work for long or have limited impact, but you can implement strategies that knock down barriers to great work and significantly improve your customer service. Learn more about demotivators and how to identify...

Customer Access Strategy as Playbook

Feb 20, 2020 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership

Does a customer access strategy sound like something that would be nice to have? Actually, it’s vital. Just ask anyone who’s part of the University of California’s Retirement Administration Service Center (UC RASC). The University of California is the world’s leading...

Customer Service Strategy: Avoid Common Pitfalls

Feb 14, 2020 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, LinkedIn Learning

Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, “We have a strategic plan. It’s called doing things.” He makes a great point. Developing strategies shouldn’t be an overly academic or formal exercise, with the result...

The Contact Center’s Role in Building Self-Service

Feb 4, 2020 | Call Center, Contact Center, Customer Service, Multi-channel Support, Self-service

Many organizations are learning firsthand that contact centers play a central role in encouraging and supporting low-cost access channels. For example, the contact center can provide a wealth of information about which contacts can be automated or handled in customer...

Quality Standards: As many as you need, but as few as possible

Jan 23, 2020 | Call Center, Contact Center, Customer Service, Quality Management

Can you have too much of a good thing? Well that can certainly be true with quality standards. If you have way too many, your team will become numb to them. My recommendation is to establish as many quality standards as you need, but as few as possible. In one of my...