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.
Questions Answered by Your Customer Access Strategy
Shaping an effective customer access strategy will enable you to answer many important questions.
What Does a Customer Access Strategy Look Like?
Customer access strategies are like business plans - they vary greatly. Here, Brad discusses a standout example of an effective access strategy.
Components Of an Effective Customer Access Strategy
In this podcast, Brad identifies the major components of an effective customer access strategy: customers, contact types, access alternatives, hours of operation, service level and response time objectives, routing methodology, people and technology resources needed,...
The Importance of a Customer Access Strategy
Your customer access strategy is an important tool for ensuring that your strategic direction is aligned with customer needs and expectations.
An Overview Of My New Book
Call Center Management On Fast Forward: Succeeding in the New Era of Customer Relationships (third edition) hits the shelves in May 2012. This podcast is also available as an article: An Overview Of My Upcoming Book
How I Got into this Field
Brad tells the story of how he got started and how important his mentors were to him. "So many people come from so many different backgrounds" in this profession.
Traits of the Best Leaders
Brad shares his views on the most important traits in leaders: Authenticity, effective communication, and competence. This podcast is also available as an article: Traits of the Best Leaders
The Measures Every Contact Center Should Have
Brad discusses 7 categories of measures every contact center should have: Forecast accuracy, schedule fit and adherence, service level, quality, employee satisfaction, customer satisfaction and loyalty, and strategic value. This podcast is also available as an...
The Value of a Contact Center
Call centers (contact centers) can create value on three levels: efficiency, customer satisfaction and loyalty, and strategic impact (through intelligence that improves products, services and processes).
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