Customer Experience Blog
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.
Strategy Drives Structure
Many contact centers have been through consolidations or restructurings that are really just cleanup efforts for lack of having or using an effective customer access strategy. For example, I recall helping an insurance company with agent group "consolidation." Their...
Always Connected: Blessing or Curse? (Brad’s TEDx Talk)
Is being "always connected" a blessing or a curse? Are you in charge or a slave to your smartphone? This TEDx Talk covers three principles that can help you survive and thrive in an always-on world.
Adherence to Schedule Tips
Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to handle contacts as scheduled. However, to ensure your approach is supporting the culture you...
5 Secrets of Accurate Scheduling in Today’s Contact Center
Common Causes of Turnover
Excessive turnover costs an organization in many ways: Higher recruiting and training costs; a lower average experience level leading to higher handling times, more transferred calls and lower service levels/response times; the need for more coaching and supervision;...
Keeping Up with Customer Service Developments
The Contact Center’s Role in Building Self-Service Channels
Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels. For example, the contact center can provide a wealth of information on which contacts can be automated (or handled in...
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 is on Customer Advocacy - what it is, how it's done and how to maximize its benefits. If you are interested in how to empower...
New Technology: Leadership Is Essential
New technologies are not passive — to get good results, they must be implemented with foresight and good planning. Effective leadership requires a multifaceted approach, and a few important recommendations come to mind: Keep your eyes on the prize. The purpose of any...
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