Customer Experience - Brad Cleveland

Service Metrics for Accessibility and Quality

Apr 21, 2022 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, Organization and Culture, Quality Management, Workforce Management

Accessibility and quality are closely related. Quality can’t happen unless our services are accessible, but quality also impacts accessibility. If you don’t handle interactions with quality, you’ll have a higher level of waste and rework, time...

The best way to improve employee engagement

Apr 14, 2022 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, Organization and Culture, The Edge of Service

When you peel back the layers of any customer-centric organization, you’ll find a culture of honoring employees, encouraging their insight, and engaging them every step of the way. Customer experience is built on a foundation of employee engagement. I don’t know of...

Drive Innovation with Convenience Design

Apr 1, 2022 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Self-service

One of the themes driving innovation in customer experience is effort reduction—making things as simple and easy for customers as possible. One element of reducing effort is convenience design. Digital experiences aren’t always more convenient. A colleague recently...

Managing customer feedback in real time

Mar 23, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership, LinkedIn Learning, Quality Management

Managing customer feedback includes both short and long-term objectives. It involves responding to feedback as it happens and collecting and analyzing feedback from many customers to look for recurring problems and opportunities. This video explores what it takes to...

Build a Brand Advocate Pyramid

Mar 16, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

Customers are advocates for you when they positively promote your products and brand. Brand advocates, as they are often called, bring much value to your organization. As you think through the many possible alternatives for engaging with both passive and active...

Want engaged employees? Create a supporting culture

Mar 10, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Organization and Culture, Quality Management

In some organizations you can feel the energy. You can just tell employees are committed and engaged. I’ve seen that seven key principles are always at work in great organizations. These organizations see both employee engagement and business returns improve. I...