strategy - Brad Cleveland

Using Strategy to Guide Decisions and Direction

Aug 13, 2020 | Call Center, Contact Center, Customer Service, Leadership, LinkedIn Learning

Organizations that consistently use their strategies to help guide decisions tend to go from strength to strength. They make better decisions and then have a better read on how well those decisions ultimately support their vision. How can you best use your strategy to...

Customer Access Strategy as Playbook

Feb 20, 2020 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership

Does a customer access strategy sound like something that would be nice to have? Actually, it’s vital. Just ask anyone who’s part of the University of California’s Retirement Administration Service Center (UC RASC). The University of California is the world’s leading...

Customer Service Strategy: Avoid Common Pitfalls

Feb 14, 2020 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, LinkedIn Learning

Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, “We have a strategic plan. It’s called doing things.” He makes a great point. Developing strategies shouldn’t be an overly academic or formal exercise, with the result...

Article on Customer Service Trends

Aug 2, 2019 | Call Center, Contact Center, Customer Service, Leadership, Multi-channel Support, Research/Statistics, Social Media

Sam Del Rowe recently wrote an article for www.destinationcrm.com titled “The Top Customer Service Trends: Building Better Service Beyond Voice.” In the article, Mike de la Cruz of Directly and I provide insight into artificial intelligence (AI), omnichannel...

Gauge the Effectiveness of Your Customer Service Strategy

Jul 25, 2019 | Call Center, Contact Center, Customer Service, Leadership

Is there a secret to ensuring that your customer service strategy is effective? Are there common denominators among organizations getting the best results? I’ve observed four key factors that you can use to take inventory and get a good sense of how well your...