customer relationships - Brad Cleveland

The Best-Managed Contact Centers: #4 – They Build Plans and Services Around Evolving Customer Expectations

Dec 13, 2018 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

One of the most critical — and difficult — aspects of managing a contact center is to provide services that satisfy changing consumer demands. Those who fall behind pay a brutal price: dissatisfied customers, insufficient support from the organization and low morale...

Traits of Successful Customer Advocacy Initiatives

Nov 8, 2018 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

When implementing your own customer advocacy initiatives, it can be helpful to learn what was worked well for others. This video explores ways organizations have structured their advocacy programs and five traits of successful initiatives. The video is from my...

How to Meet Changing Customer Expectations

Oct 26, 2018 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Videos

Putting Yourself in Your Customers’ Shoes

Oct 17, 2018 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

Many of the best decisions you make as a customer service leader will come by putting yourself in your customers’ shoes, really seeing things as they do. In a recent LinkedIn Learning Course that I recorded, Customer Service Leadership, I include some...

Communicating Access Alternatives to Customers

Oct 3, 2018 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Multi-channel Support, Social Media, Videos