Contact Center - Brad Cleveland

Better Service at Lower Costs? Yes, It’s Possible

Nov 9, 2023 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership

The need to identify and address customer expectations stems from a widely accepted principle: improvements in customer satisfaction lead to increased customer loyalty, better business results and a stronger brand reputation. Consider the old adage about building the...

The ROI of Customer Service: Overcoming Objections

Nov 3, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

Understanding the value of customer service and how to quantify that value has never been so important. And that’s true for any organization and for anyone leading customer service teams or projects. Your finance department may have an ROI calculator to help you...

CX Leadership: 3 Questions to Ask Yourself

Oct 27, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

There’s a lot riding on customer experience leaders right now. Our organizations, our customers, our employees are counting on us. As you embark on new (or renewed) efforts toward improved customer experience, let me suggest a few questions to ponder: What’s your...

Boosting Your Contact Center’s Strategic Value

Oct 20, 2023 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, LinkedIn Learning

The most effective leaders focus on the contact center’s opportunity to create value for customers and the organization. There are three levels on which contact centers can create value. They include efficiency, customer satisfaction and loyalty, and strategic...

A Fascinating Time for CX

Oct 12, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

Recently, I was interviewed by Ziptone, the online resource for customer contact professionals in the Netherlands. It was a pleasure to talk with them about developments in customer experience, customer service and contact centers. Here is the beginning of the...

Voice of the Customer: As Essential as Oxygen

Oct 6, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

Feedback from customers is like oxygen. Your organization has to have it to survive and thrive. Voice of the Customer, or VOC, is the process of listening to and really understanding customers. It’s more than simply analyzing survey data. When you analyze feedback...