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AI is impacting every department, every customer, every industry, and every stakeholder. It is creating new work and new demands. This issue of the Edge of Service reflects on the new wave of work coming to contact centers. bradcleveland.com/a-new-wave-of-… #callcenter #AI #cx

One of my newest LinkedIn Learning courses discusses how to engage with customers proactively. Take a few minutes to learn how to “make it easy, make it happen, and show you care” during every customer interaction. bradcleveland.com/champion-the-c… #CustomerEngagement #CX

Elon Musk often highlights the importance of negative feedback: “You want to be extra rigorous about making the best possible thing you can. Find everything that’s wrong with it and fix it. Seek negative feedback, particularly from friends.” Managing customer feedback inevitably

linkedin.com/learning/quali…

Customer service strategy serves as a bridge between the overall vision and mission and the decisions and actions that happen every day with customers. If you don’t have a well-defined customer service strategy, it’s time to get started. #customerservicemanagement

Your feedback process should act as a funnel, catching data from all the various sources and bringing it into a centralized location. As you get feedback from various sources, it’s helpful to be consistent in what you collect. Capturing data in a handful of key areas is

You can build a culture that is fun, focused, and passionate about the customer experience. What do organizations with the most customer-focused cultures have in common? Here are 6 traits that really stand out. bradcleveland.com/6-traits-of-a-… #CX

linkedin.com/learning/using… AI has emerged as a game changer in #customerservice. However, successful adoption requires you to effectively train and manage the human teams that work alongside #AI tools. In this LinkedIn Learning video from my course “Using AI for Customer Service

Strategic coaching that is ongoing and focused on developing the whole person is essential to employee engagement and the highest levels of performance. When effective, it is something your employees will want, ask for, and look forward to. Here are 3 essential aspects of

To design and deliver great CX, you have to understand the customer’s journey. Put another way, their story. The most successful organizations harness something that’s been around as long as humanity, and that’s storytelling. Stories are powerful because they’re memorable,

linkedin.com/learning/custo… Customer advocates are influential, even as passive promoters. You further customer advocacy as you encourage dialogue with them, positive and negative, and engage where that makes sense. Learn more about how to respond to and encourage dialogue with

It was a pleasure recently to join Doug Casterton on his weWFM podcast for the episode “From Timekeeper to Strategic Architect: The Evolution of WFM.” We discussed how WFM has transformed from a tactical function into a strategic role central to business success. Thanks, Doug,

I get it. “Listen to customers” has become an oft-repeated cliché — and one that often seems to collide with daily reality. Yet genuine listening remains your organization’s vital link to the future — providing insights that can shape strategy, drive innovation and elevate

Recently, I spoke to Megan Jones of Call Centre Helper Call Centre Helper Magazine about how to train agents to work alongside AI tools. We had a great discussion. Thanks Megan! bradcleveland.com/digital-litera…

Are you struggling to provide consistent service to your customers? At times do customers have long waits but other times your employees sit idle? If so, get inspired to take another look at your forecasts. You might be surprised at the progress you can make.

Resolving #CustomerService frustrations is often among the first stops for any organization working to improve #CustomerExperience. There are 5 universal frustrations that can point you in the right direction: don’t make me wait, make it easy to access service, provide me with a

The power of one is among the most important principles for any contact center agent to understand. Every individual makes a significant impact on customer wait times and agent occupancy – even in large centers. Share this video from my LinkedIn Learning course “Customer

I recently had the opportunity to join Nathan Bennett on CX-WISE for a conversation that blended two of my greatest passions: customer experience and aviation. Both demand precision, adaptability, and a deep sense of responsibility. We discussed simplicity as a strategic

If you do a search on the term #CustomerAdvocacy, you’ll find two very different definitions. One is internal: focusing on doing what’s best for customers. The other is external: customers who advocate for you. So, which of the two is correct? bradcleveland.com/customer-advoc…