Leadership - Brad Cleveland

AI Magnifies Customer Service

Dec 17, 2025 | AI, Call Center, Contact Center, Customer Experience, Customer Service, Leadership

AI magnifies customer service and brand reputation. Gone are the days when customers only checked a few review sites before making buying decisions. Now, millions turn to AI, which gathers information from hundreds of sources—reviews, social media, complaint boards,...

Don’t neglect your brand. Actively build customer engagement.

Dec 5, 2025 | Customer Experience, Customer Relationships, Customer Service, Leadership

I recall a new restaurant with great food and impeccable service that quickly built a following. Referrals spread rapidly, reviews were positive, and before long, the wait to get in became longer. To customers, this was just confirmation that the restaurant was a...

Why Great Leaders Never Skip One-on-Ones

Dec 4, 2025 | Customer Experience, Leadership, Organization and Culture, Quality Management

Unlock the true power of leadership with effective one-on-one meetings! In this episode, Brad Cleveland shares why skipping these vital conversations is a mistake, and how regular one-on-ones can transform your team’s engagement, trust, and accountability. Drawing on...

Improving Customer Service: More Than Meets the Eye

Oct 23, 2025 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, LinkedIn Learning, Organization and Culture, Quality Management

Consider any aspect of improving customer service you want. Let’s say handling service issues correctly the first time so that there’s no unnecessary additional work. You’ll soon discover that there’s more to it than may at first meet the eye....

Embrace Change with a Customer Access Strategy

Oct 16, 2025 | Contact Center, Call Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership

Whether you’re a small startup, a national government, or a multinational corporation, you need a plan that defines how your organization will deliver customer service. In customer service, the overall plan is your “customer access strategy” (it can also be referred...

Will AI cut contact center staff?

Sep 30, 2025 | AI, Call Center, Contact Center, Customer Service, Leadership, Multi-channel Support, Workforce Management

If you’ve been reading the headlines, you’ve seen plenty of predictions that AI will cut staff in contact centers—and overall in customer service. The logic seems simple: AI can handle customer interactions directly, so organizations won’t need as many people. Add to...