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 Cross-Functional Processes

Building Cross-Functional Processes

Dec 11, 2015

Many centers have charged a person or a group of people with essential planning responsibilities, i.e., forecasting, staffing and scheduling. As a part of their job, they are given the task of collecting information required for these activities. But if they don't get...

Does Your Executive Team Understand Staffing Tradeoffs?

Does Your Executive Team Understand Staffing Tradeoffs?

Dec 4, 2015

Are you working through difficult discussions related to resources and budget? Just remember, contact centers must handle most customer-related work as it happens, so resource mismatches quickly results in big problems. It’s essential that those making decisions have...

Boosting Quality and Innovation

Boosting Quality and Innovation

Nov 19, 2015

Every customer interaction your organization handles provides implicit and/or direct insight into processes, products, policies, services, customers and the external environment. You have the opportunity to play a central role in building a stronger organization with...

Innovative Hiring Practices

Innovative Hiring Practices

Nov 12, 2015

Here are samples of things different organizations are doing to find, attract and hire the people they need: Zappos offers new employees payments equivalent to one month's salary to leave. This helps ensure that those who stay truly want to be there. In Australia,...

Recent WebTV Interview on Contact Center Measures

Recent WebTV Interview on Contact Center Measures

Nov 10, 2015

I recently appeared on Laura Sikorski’s WebTV show Sikorski’s Think Abouts. In this interview-style 15-minute video, we discuss 7 measures every contact center should use and provide guidance on how to interpret operational reports.

Hiring Statistics

Hiring Statistics

Nov 5, 2015

73% of contact centers say the complexity of customer contacts is increasing. (Source: ICMI) 73% of recruiters have hired a candidate through social media. (Source: Jobvite) Job posts get 36% more applications if accompanied by a recruiting video. (Source: Jobcast) A...

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