Contact Center - Brad Cleveland

Train and Manage AI-Empowered Customer Service Teams

Feb 26, 2025 | AI, Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, LinkedIn Learning

AI has emerged as a game changer in customer service. However, successful adoption requires you to effectively train and manage the human teams that work alongside AI tools. In this LinkedIn Learning video from my course “Using AI for Customer Service...

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...