customer experience - Brad Cleveland

Don’t Guess at Staffing: Proven Methods for Your Contact Center

Sep 8, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, LinkedIn Learning, Multi-channel Support, Workforce Management

How many people do you need to handle the customer workload on a Monday morning at 10:00 am? How about a Thursday afternoon at 2:00 pm? In this video from my LinkedIn Learning course “Managing a Customer Contact Center,” I introduce the methods used to...

Future-Proof Your AI-Powered Customer Service

Aug 31, 2023 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Multi-channel Support, The Edge of Service

AI is dramatically transforming customer service. The opportunities – and risks – are unprecedented. As we leap into the future, literally by the day, how do you ensure your organization is keeping up? Or better yet, how do you lead the charge? I recently...

Stories from the Field: Aligning Service and Mission

Aug 25, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

Do all of the services your customers experience align with your organization’s vision and mission? I’m sometimes baffled to hear plodding phone menus, “Press 1 for this and 2 for that.” And I don’t get service policies that are...

Goals, Successes, Failures, and the Evolving Consumer Movement

Aug 17, 2023 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, Podcasts

Brad Sugars is one of the world’s most recognized business coaches… and he asks awesome questions! It was a privilege to be part of his podcast. We discussed goals, successes, failures, staying up to speed, and the evolving consumer movement. My interview with Brad...

Use Metrics and Analysis to Drive Innovation

Aug 11, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

Metrics are not just there to report past activity. They can and should be used to help identify priorities and initiatives that will drive improvements. You will get a sense of how many opportunities you have for deepening relationships with customers and serving...