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.
Have Call Center Fundamentals Changed?
Here, Brad discusses how call center strategy and management is (and isn't) changing. This podcast is also available as an article: Have Call Center Fundamentals Changed?
Will Social Communities and Mobile Apps Replace Call Centers?
Social communities and mobile apps will not replace call centers. But they will change them dramatically.
Customer Service Through Social Channels
How do organizations get started in delivering services through social channels? It's a pretty simple formula: Listen, learn and dialogue. This podcast is also available as an article: /resources/articles/customer-service-through-social-channels/
Social Media is Changing Customer Service
Social media, mobile apps and other developments are enabling the "greatest consumer movement in history."
Value Proposition: A New Era In Customer Service
In this podcast, Brad shares his reasons for believing it's a new era in customer service.
Social Media: Channel or Strategy?
Terms related to social media are quickly evolving, and must be used and interpreted in context. For example, I'm often asked for advice on shaping a "social strategy." It's an important question — but without further definition, can be overly vague. Social media is a...
What's Driving Change in Customer Services?
The most significant developments to date have been on the organization’s end. Examples in contact centers: The invention of 800 number (toll free) service and ACD routing systems in the late 1960s and early 1970s; the introduction of workforce management capabilities...
The Contact Center’s Opportunity to Deliver Strategic Value
By harnessing what’s learned from interacting with customers, contact centers (call centers) have enormous potential to provide valuable intelligence and support to other parts of the company. Consider the value when the contact center: Helps operational areas or...
Thriving Customer Relationships
What's the formula for success in the new era of customer relationships? Boiled (waaayyy) down: 1. Connect. Listen to your customers, wherever they are, in whatever channel they choose. Join the conversation. 2. Engage. Interact with them, appropriately, proactively;...
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