Contact Center - Brad Cleveland

Navigating Labor Shortage in Customer Service: 3 Steps You Can Take Now

Aug 19, 2021 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

You’ve likely seen the signs posted in retail and restaurants: “Please be patient with our team.” You’ve probably heard similar delay announcements when contacting organizations: “Due to unusually heavy demand… “ Supply and production issues are, as Carrington...

Understanding customer expectations

Aug 11, 2021 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

An important part of customer service leadership is understanding what customers want, and ensuring your delivery and experiences meet their expectations. But what do customers expect? How are those expectations changing? This video from my LinkedIn Learning course...

Quantifying customer lifetime value

Jul 29, 2021 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

Quantifying customer lifetime value, or CLV, provides powerful insight into the impact of customer experience initiatives. Put simply, CLV measures how valuable a customer is to your organization over time, rather than just one purchase. You can learn more about a...

Want to Deliver a Great Customer Experience? Give Your Employees a Voice

Jul 22, 2021 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, Organization and Culture

When you think about customer experience, what comes to mind? For most people, the answer is likely that it’s an organization’s responsibility to provide customers with a great experience. This isn’t wrong, but there’s more to it. Your best-laid plans for customer...

Everyone has a role in customer experience innovation

Jul 15, 2021 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, The Edge of Service

The world is changing, and customer expectations are evolving. So, innovation is the heartbeat of customer experience. But how do you innovate? Innovation, the late Peter Drucker points out in his landmark book, The Discipline of Innovation, is the “effort to create...