empowerment - Brad Cleveland

Empowerment: How Much Guidance Is Too Much – Or Not Enough?

Jan 5, 2024 | Call Center, Contact Center, Customer Service, Leadership, LinkedIn Learning, Organization and Culture

If you want to bring out the best in your team, empower them to make their own decisions, and then back it up with the right amount of direction and support. But how much guidance do employees need? Watch several scenarios in this video from my LinkedIn Learning...

Building Trust and Empowerment with Customer-Focused Coaching

Jul 27, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Quality Management

Athletes often describe their best coaches as mentors and supporters that pushed them to be their best. Unfortunately, that’s not always the case with customer service coaching. Many employees face coaching with nervousness and...

Empowering Your Customer Service Team

Sep 18, 2020 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture

Many organizations want to do the right thing for customers, but too often put a multi-layered, time-eroding approval process in place to get there. By then, the customer is gone, or the loyalty that could arise from their experience has dwindled. That’s not effective...

eCornell Videos: Empowering Agents with the Right Information and Training

Nov 15, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the third of five videos. You can view the first video at Delivering Consistent Service and the second at Retaining the Right Customers.