Contact Center - Brad Cleveland

6 Traits of a Customer-Focused Culture

Feb 21, 2025 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture

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 waits to get in became longer. To customers, this was just confirmation the restaurant was a great...

The Customer Feedback Funnel

Feb 6, 2025 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership

Your feedback process should act as a funnel, catching data from all the various sources and bringing it into a centralized location. This could be a database that’s part of your customer relationship management (CRM) system, a dedicated customer feedback system, a...

It’s Time to Build Your Customer Service Strategy

Jan 30, 2025 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Leadership, LinkedIn Learning, Organization and Culture

Customer service strategies are different from one organization to the next, but in every successful organization, they serve as a bridge between the organization’s vision and mission and the decisions and actions that happen every day with customers. If you...

Champion the Customer: Make It Easy, Make It Happen, Show You Care

Dec 5, 2024 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, LinkedIn Learning

One of my newest LinkedIn Learning courses, Championing the Customer in Everything You Do, outlines the CENTERED approach – simple steps anyone can take to keep the customer front and center. This video discusses the second step: Engage proactively. Take a few minutes...

A New Wave of Work Is Coming to Contact Centers

Nov 21, 2024 | AI, Call Center, Contact Center, Leadership, Multi-channel Support

Epiphanies can come from the most unexpected sources. My wife Kirsten and I recently spent some time in the London area. It was to be a quick business trip, but seeing that it fell on my birthday, we decided we’d add some personal days—with the goal of trying a new...