leadership - Brad Cleveland

Stories from the Field: Aligning Service and Mission

Aug 25, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

Do all of the services your customers experience align with your organization’s vision and mission? I’m sometimes baffled to hear plodding phone menus, “Press 1 for this and 2 for that.” And I don’t get service policies that are...

Goals, Successes, Failures, and the Evolving Consumer Movement

Aug 17, 2023 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, Podcasts

Brad Sugars is one of the world’s most recognized business coaches… and he asks awesome questions! It was a privilege to be part of his podcast. We discussed goals, successes, failures, staying up to speed, and the evolving consumer movement. My interview with Brad...

Use Metrics and Analysis to Drive Innovation

Aug 11, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

Metrics are not just there to report past activity. They can and should be used to help identify priorities and initiatives that will drive improvements. You will get a sense of how many opportunities you have for deepening relationships with customers and serving...

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...

Engaging Your Team: Leadership Principles for Lasting Success

Jul 21, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture

Organizations are made up of people with myriad personalities, backgrounds and skills. Success depends on creating an engaging environment and bringing out the best in everyone who is part of it. But, as many leaders have learned (some the hard way), off-the-shelf...