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.
Creating Mobile Services? Get the Contact Center Involved Early
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...
Leaders Need to Spend Time on the Frontline
The Edge of Service® Newsletter, Issue 11: A Multichannel World
The Edge of Service® Newsletter, Issue 11: A Multichannel World If you were to walk into an Amazon.com customer contact center, you'd see desks turned sideways so that Fire tablet support agents have a neutral background for video calls (one-way, agent-to-customer)....
Recent WebTV Interview on Customer Service Trends
Earlier this week, I joined Laura Sikorski on the WebTV show, Sikorski's Think Abouts. In this 12-minute interview, we discuss the trends shaping service and how to meet today’s fast-evolving customer expectations.
How Many Concurrent Chat Sessions Should Agents Handle
How Many Customer Service Interactions Go Wrong?
According to a Nuance commissioned survey of 1,000 American consumers, a quarter (26 percent) of customer service interactions are a negative experience. Among Generation X consumers—those born between 1965 to 1980—this number rises to more than one-third (36...
Developing a Mobile Customer Access Strategy
FinancesOnline’s List of “Top Countries with the Best Customer Service”
FinancesOnline recently released an infographic that provides a list of “top countries with the best customer satisfaction.” Top of the list: New Zealand, Canada, and Norway. The U.S. came in 15th, behind countries that include Mexico, Brazil and Russia—a ranking that...
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