Skip to primary content
Skip to secondary content

Brad Cleveland

Main menu

  • About
    • Clients & Testimonials
    • Results
    • Gallery
    • Photos for Download
    • Contact Brad
  • Consulting
  • Speaking
  • Courses
  • Books
    • Reviews
  • Resources
    • Newsletter
    • In the News
    • Glossaries
    • Tools
    • Statistics
  • Blog

Blog

Insight directly from Brad on customer experience, employee engagement, contact center management and customer service leadership.

Tag Archives: Lynda.com

March 13, 2019

The Strategic Value of Customer Service

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...

Read More >>>
June 1, 2018

Prioritizing Service Improvements

As a leader, you face many choices when deciding where and how to improve service. And the possibilities multiply when analyzing customer data from sources...

Read More >>>
May 15, 2018

The Power of One: Every Agent Matters

The power of one is among the most important principles for any agent to understand. This video shows the impact each person makes on service...

Read More >>>
March 29, 2018

Common Pitfalls in Service Metrics

“Not everything that counts can be counted,” and “not everything that can be counted counts.” This quotation is sometimes attributed to Albert Einstein and though...

Read More >>>
March 13, 2018

Bring Quality Standards to Life with Calibration and Coaching

Quality standards come to life when they guide behavior and enable us to deliver consistent...

Read More >>>
February 15, 2018

Customer Advocacy: Creating the Means to Act

The foundation of customer advocacy is knowing your customers. What they need, expect and experience. But that knowledge won’t get you far without the means...

Read More >>>
November 16, 2017

Accessibility and Quality Work Together

Have you ever heard that you have to sacrifice quality to improve customer accessibility to services? Or the other way around? That’s one of the...

Read More >>>
October 26, 2017

Ensuring Quality Standards Count

How many quality standards should you have? If some are good, are more better? How do you ensure that your quality standards really count? Are...

Read More >>>
October 6, 2017

Cultivating a Customer-Focused Culture

The number one key to sustaining great service is culture. The culture of doing the daily hard work to focus on what’s best for customers....

Read More >>>
September 21, 2017

Managing a Contact Center: The Immutable Laws

For contact centers to deliver great service they need to get the right resources in the right places at the right times. This is no...

Read More >>>
August 18, 2017

Empowering Employees to Be Customer Advocates

Lynda.com has given me the opportunity to record a few courses for their library. It’s been a great experience. One of the most recent courses...

Read More >>>
August 3, 2017

5 Secrets to Quality Service

Recently, I recorded the Lynda.com course “Quality Standards in Customer Service.” Here is an excerpt from that course on five secrets to quality service. If...

Read More >>>

Post navigation

<< Older posts

Subscribe:

Receive weekly emails on the organizations, people, and technologies redefining service delivery.

Subscribe

Recent Blogs:

  • Building the “Frictionless” Organization—an Interview with Bill Price
  • Forecasting the Contact Center Workload
  • Will the Fundamentals Change?
  • Stories from the Field: Improving the Service Process
  • Celebrate – often!

Categories:

  • Call Center
  • Contact Center
  • Customer Access Strategy
  • Customer Experience
  • Customer Relationships
  • Customer Service
  • Customer Surveys
  • Leadership
  • LinkedIn Learning
  • Mobile
  • Multi-channel Support
  • Organization and Culture
  • Podcasts
  • Quality Management
  • Research/Statistics
  • Self-service
  • Social Media
  • The Edge of Service
  • Uncategorized
  • Videos
  • Workforce Management

Archives:

  • ► 2023
    • January
  • ► 2022
    • December
    • November
    • October
    • September
    • August
    • July
    • June
    • May
    • April
    • March
    • February
    • January
  • ► 2021
    • December
    • November
    • October
    • September
    • August
    • July
    • June
    • May
    • April
    • March
    • February
    • January
  • ► 2020
    • December
    • November
    • October
    • September
    • August
    • July
    • June
    • May
    • April
    • March
    • February
    • January
  • ► 2019
    • December
    • November
    • October
    • September
    • August
    • July
    • June
    • May
    • April
    • March
    • February
    • January
  • ► 2018
    • December
    • November
    • October
    • September
    • August
    • July
    • June
    • May
    • April
    • March
    • February
    • January
  • ► 2017
    • December
    • November
    • October
    • September
    • August
    • July
    • June
    • May
    • April
    • March
    • February
    • January
  • ► 2016
    • December
    • November
    • October
    • September
    • August
    • July
    • June
    • May
    • April
    • March
    • February
    • January
  • ► 2015
    • December
    • November
    • October
    • September
    • August
    • July
    • June
    • May
    • April
    • March
    • February
    • January
  • ► 2014
    • December
    • November
    • October
    • September
    • August
    • July
    • June
    • May
    • April
    • March
    • February
    • January
  • ► 2013
    • December
    • November
    • October
    • September
    • August
    • July
    • June
    • May
    • April
    • March
    • January
  • ► 2012
    • November
    • October
    • September
    • August
    • July
    • June
    • April
    • March
  • ► 2011
    • December
    • November
    • October
    • September
    • August
    • July
    • June
    • May
    • April
    • March
    • January

    Contact Brad

    Book a keynote, request a proposal, or simply ask Brad a question:


    Get Brad's Critically-Acclaimed NEWSLETTER

    Signup to get The Edge of Service™ newsletter

    Subscribe Now

    Brad Cleveland

    410-864-0212
    [email protected]

    Brad's Facebook Brad's Twitter Brad's Youtube Brad's Linkedin Contact Brad

    Check Out Brad’s Insightful
    BLOG

    Get tips & advice directly from the industry expert

    SEE BRAD’S BLOG

    © Brad Cleveland Company, LLC. All Rights Reserved. Privacy | Site Map