Contact Center - Brad Cleveland

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...

Boosting the Strategic Value of Customer Interaction

Oct 15, 2024 | Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture

Delivering effective customer service is not a program, a back office function or an initiative – it’s a way of doing business that produces value for customers and the organization. One of the most important leadership priorities in today’s uncertain economic...

Powerful Lessons in Innovation

Oct 8, 2024 | Customer Experience, Customer Service, Leadership, Organization and Culture, Quality Management, The Edge of Service

Recently, I got to live out a lifelong dream of mine. The experience taught me some unexpected and powerful lessons on innovation and quality. The innovation that occurred in the life of the Spitfire was dramatic: over 24 variants produced in only 10 years! How...