leadership - Brad Cleveland

Your Work Makes a Difference

Feb 21, 2024 | Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture

We all spend a high percentage of our waking hours working. For most of us, the primary reason is very practical: we require the means to buy the things we need and want. So, in a very real way, work is something we have to do. In that sense, it can carry a negative...

Transform Service Efficiency with Forecast Accuracy and Schedule Adherence

Feb 9, 2024 | Call Center, Contact Center, Customer Service, LinkedIn Learning, Workforce Management

An important part of delivering effective and efficient service is anticipating customer demand, or put another way, forecasting the workload. The beautiful thing about forecasting customer workload is that it encourages you – actually requires you – to...

The Contact Center of the Future’s Role in Customer Experience

Jan 11, 2024 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

Recently, Blake Morgan invited me to be a guest on her podcast. I’ve admired the work Blake has done for years and was excited to have the chance to sit down with her to discuss customer experience, contact centers, and the future. We...

Unmasking the Service Illusion: Why Listening to Customers Matters More Than Ever

Dec 14, 2023 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership, The Edge of Service

Consumer Reports’ November/December 2023 issue is on newsstands now. The company’s flagship website and magazine publishes reviews and comparisons of consumer products and services, reaching millions of readers each month. The website (CR.org) has been called “the...

AI in Customer Service: The Nifty 9

Dec 8, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

When it comes to using artificial intelligence, many organizations just jump in and automate what they can, but those with the best service start first and foremost with customer needs and expectations and use them to guide decisions. These organizations are giving...