roi - Brad Cleveland

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...

Evaluating CX Improvement Initiatives

Apr 12, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

How should you assess potential projects? Perhaps there are new technologies that can help you deliver services more efficiently or sorely needed process-improvement efforts. Or maybe there is a training program that you know will bring...

Justifying Operational Budgets

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

When considering important aspects of justifying operational budgets— the funding you’ll need quarter after quarter, year after year — I recommend you use a toolkit of five ways to value returns on good customer experiences, and five types of costs that result from...

Customer Experience ROI: Risks of Inaction

Mar 3, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, The Edge of Service

One of the most important things you can do as a customer experience leader is to illustrate the returns on improvements—or the costs and risks of doing nothing. My recommendation is to build a “toolkit” (repertoire) of methods you draw from. There are two categories...