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.

Building a Customer Service Ecosystem

Building a Customer Service Ecosystem

Oct 4, 2016

Customer experience is not a program, a department, a contact center, self-service capability, or CRM system—it’s much more. It’s an ecosystem, comprised of many components that must seamlessly work together. It’s the result of a culture and approach that spans the...

Make the Most of Changing Customer Expectations

Sep 30, 2016

How do you make the most of changing customer expectations and ensure that they are being built into your plans and direction? The following are some important rules of the road: First, ensure that your management team thoroughly understands the 10 basic customer...

New Technology: Leadership Is Essential

Sep 27, 2016

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...

The Contact Center’s Role in Building Self-Service Channels

Sep 21, 2016

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...

Common Causes of Turnover

Sep 16, 2016

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;...

Strategy Drives Structure

Sep 7, 2016

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...

Adherence to Schedule Tips

Sep 1, 2016

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...

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