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Cleveland, Brad
LinkedIn , 2019

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Cleveland, Brad
Calculating the Value and ROI of Customer Service
LinkedIn , 2019 - 01:12:12.00

Understanding the value of customer service, and being able to measure that value, will empower you to demonstrate return on investment (ROI) for your organization. Learn how to quantify the value ...
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70290066

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Cleveland, Brad
Quality Standards in Customer Service
LinkedIn , 2019 - 00:52:13.00

Customer service strategy can mean many different things. Quality standards ensure your team provides a consistent level of service-and customers receive a consistent level of care. This pays off i...
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Cleveland, Brad
Customer Service Strategy
LinkedIn , 2018 - 00:50:50.00

Given fast-evolving customer expectations, every organization needs an effective customer service strategy to guide operations and decisions. Your service strategy is the bridge between the organiz...
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70243741

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Cleveland, Brad
Customer Service: Working in a Customer Contact Center
LinkedIn , 2018 - 00:49:41.00

Do you work in a contact center? This course introduces contact center and service desk employees to skills and knowledge essential for success. It is designed to help you and your team understand ...
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70281156

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Cleveland, Brad
Customer Service Leadership
LinkedIn , 2017 - 01:12:11.00

Customer service leadership is an exciting responsibility-and it's never been more important. Fast-evolving customer expectations, emerging service channels, and the multifaceted nature of deliveri...
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70284577

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Cleveland, Brad
Service Metrics for Customer Service
LinkedIn , 2017 - 01:15:24.00

Establishing the right metrics to support effective customer service requires a solid understanding of how metrics work, how metrics are interrelated, and what the uses and limitations of metrics a...
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70284584

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Cleveland, Brad
Managing a Customer Contact Center
LinkedIn , 2016 - 01:31:50.00

Customer contact centers face a number of new developments: more channels, higher levels of complexity, and greater strategic value. In this course, customer strategy and management expert Brad Cle...
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