Insights
Expert insights on customer experience, employee engagement, and service leadership. Stay ahead with Brad Cleveland’s blog—featuring CX trends, actionable strategies, and real-world solutions to help you improve customer satisfaction, streamline operations, and drive business success.
Revisiting Your Service Level Objectives
Caution: Don’t View Contact Center Performance Measures in Isolation
Consider a few examples that illustrate the interrelated nature of contact center performance measures: Cost per contact going down may actually be a bad sign. Viewed alone, a dropping cost per contact would seem like a positive indication. However, if errors and...
Common Misconceptions of Customer Service Quality Standards
Sometimes within an organization, there's resistance to quality standards. Why is that? They're a good thing, right? Dig a little deeper, and we've found there are several common misconceptions that can hamper their development and use. This video from my recent...
15 Ways to Strengthen Your Contact Center
For some contact centers, summer is a slower time of year with fewer customer contacts. If that is true for your center, you might take this time to think of ways to strengthen your center for busier days to come. Several months ago I wrote an article titled "15 Ways...
Connecting Hiring, Training and Coaching
5 Secrets to Better Scheduling Results
The very forces that are making scheduling difficult — more complex products and services, additional contact channels, faster pace of change, and the need for diverse agent skills — are creating an environment in which accurate scheduling is absolutely essential....
Characteristics of an Effective Customer Service Strategy
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 organization's vision and mission—and the decisions and actions that happen...
Contact Center Future Shock: Channels May Become Part of Our Past
While meeting with Jim Rembach of Call Center Coach at ICMI's Contact Center Expo in Orlando, we discussed how channels are likely to be approached in the future. I hope the video helps you consider how to prepare your organization for future challenges in the vibrant...
The Power of Brand Advocacy
Do you know who your company's brand advocates are? Do you recognize and engage with them? If you answered no to these questions, you may be missing a huge opportunity. Customer advocacy creates what some refer to as your most powerful sales force. Learn more about...
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