leadership - Brad Cleveland

Principle #7: Skills, Knowledge and Leadership Make the Difference

Apr 22, 2021 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Quality Management

What’s the real secret to improving performance? Build the skills, knowledge and leadership in your team to make it all happen. That, along with the right culture and focus, is the secret sauce. Organizations are made up of people with myriad personalities,...

Creating Customer Advocates

Feb 18, 2021 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

Connecting with advocates doesn’t happen by accident. You need a plan, and a person or a team who’s responsible. And they should be collaborating with and part of the same efforts you’re putting into motion internally to improve customer experiences....

Principle #5: Customer Service Initiatives Can Lead to Significant Strategic Value

Feb 10, 2021 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

Customer service initiatives have enormous potential to improve customer experience and boost strategic value. For example, customer service can provide the broader organization with powerful insight on customers, products, services and processes. When this...

Three Overarching Levels of Value in Customer Service

Jan 29, 2021 | Call Center, Contact Center, Customer Service, Leadership, LinkedIn Learning

As you begin to explore the value and ROI of customer service, I encourage you to ask your team, “How does customer service create value?” You’re probably going to get a range of answers. Some may say, “Customers that get great service tell...

Standards for the Service Operation: Quality and Value

Dec 30, 2020 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Quality Management

Establishing the right quality standards for your organization is essential to delivering efficient and effective service. In my LinkedIn Learning course “Quality Standards in Customer Service,” I outline four quality standards that can help you define...