LinkedIn Learning - Brad Cleveland

Prioritize CX Improvements Using 7 Criteria

Mar 1, 2024 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

You’re probably familiar with Nike’s slogan, “Just do it.” You know what to do. You have the means to do it. Now it’s a matter of taking action. The reality is you’ll often face a number of choices when deciding which actions to...

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 Psychology of Queues

Nov 17, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Workforce Management

From a customer’s perspective, there are two basic types of queues. (And I don’t mean long ones and short ones.) Queues are either visible or invisible. Visible queues refer to any situation where customers know where they are in line. With invisible...

Boosting Your Contact Center’s Strategic Value

Oct 20, 2023 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, LinkedIn Learning

The most effective leaders focus on the contact center’s opportunity to create value for customers and the organization. There are three levels on which contact centers can create value. They include efficiency, customer satisfaction and loyalty, and strategic...

Voice of the Customer: As Essential as Oxygen

Oct 6, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

Feedback from customers is like oxygen. Your organization has to have it to survive and thrive. Voice of the Customer, or VOC, is the process of listening to and really understanding customers. It’s more than simply analyzing survey data. When you analyze feedback...