LinkedIn Learning - Brad Cleveland

Aligning Service with Vision and Mission

Jun 6, 2019 | Call Center, Contact Center, Customer Access Strategy, Leadership

Too often, I’ll see a vision or mission statement on an entry wall, but then observe very different priorities in day-to-day operations. We put our customers first, but keep the time you spend with them to three minutes. Or we deliver world class service, but we...

Handling Tough Customer Contacts

May 1, 2019 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service

If you work in customer service, you will inevitably interact with angry customers. It comes with the territory. Their anger could be caused by a process or a product that’s gone awry. They may have already had a bad experience as they attempted to get...

Offer More Consistent Customer Service with Accurate Workload Forecasts

Apr 5, 2019 | Call Center, Contact Center, Customer Service, Workforce Management

Everything to do with getting resources right in a contact center begins with predicting what the workload will be. Workload is what leads to how many agents are hired, what your schedule should look like, the number of work stations you need, even how many snacks are...

The Strategic Value of Customer Service

Mar 13, 2019 | Call Center, Contact Center, Customer Service, Leadership

There are three levels on which effective customer service creates value: efficiency, customer satisfaction and loyalty, and strategic value. Only a small percent of organizations harness the true strategic potential of the insight that comes from customer service. In...

Make the Required Investments to Support Your Customer Service Strategy

Dec 4, 2018 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership

Ensuring that your organization is making required investments is an essential step in developing your customer service strategy. You will need to define, at a high level, the investments and funding necessary to support your vision. In my recent LinkedIn Learning...