Brad Cleveland

Great Customer Service on a Shoestring Budget

Brad Cleveland

The Tugboat Institute recognizes Evergreen companies whose purpose-driven leaders build companies focused on long-term growth. Recently, I was reminded of an article the Institute’s Evergreen Journal published on delivering great customer service.

5 Secrets of Accurate Scheduling in Today’s Contact Center

Brad Cleveland

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The Strategic Value of Customer Service

Brad Cleveland

There are three levels on which effective customer service creates value: efficiency, customer satisfaction and loyalty, and strategic value. Only a small percent of organizations harness the true strategic potential of the insight that comes from customer service.

5 Secrets of Accurate Scheduling in Today’s Contact Center

Brad Cleveland

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The Difference Between Customer Experience and Customer Feedback

Managing the CX is vastly different from soliciting customer feedback. Here’s why traditional customer feedback approaches (CSAT, NPS) are not enough to affect positive, customer-centric change.

Adherence to Schedule Tips

Brad Cleveland

Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to handle contacts as scheduled.

Keeping Up with Customer Service Developments

Brad Cleveland

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Skills-Based Routing: 5 Common Problems You Can Avoid

Brad Cleveland

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Tools for Your Next Team Meeting

Brad Cleveland

Looking to generate substantive conversation at your next team meeting? Try one of these worksheets on customer expectations, metrics and customer access strategy. It can be helpful to take a step back from the day-to-day, urgent issues to think about the bigger picture.

Customer Advocacy: An Essential Ingredient

Brad Cleveland

Customer advocacy is one of those terms that can be confusing. Does the customer advocate for us, the business? Or is it the other way around? One of the past issues of The Edge of Service™ Newsletter suggests the answers to these questions is both!

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

12 Principles for Building Profitable Customer Relationships

Brad Cleveland

Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Lately, I’ve been asked, are these principles less important?

10 Things Senior Leaders Should Know About Contact Centers

Brad Cleveland

A prerequisite to getting good support from senior management is that they have at least a basic understanding of what contact centers do. To fulfill their potential, customer contact centers need commitment and involvement from the top.

Strategy Drives Structure

Brad Cleveland

Many contact centers have been through consolidations or restructurings that are really just cleanup efforts for lack of having or using an effective customer access strategy. For example, I recall helping an insurance company with agent group “consolidation.”

Leaders Need to Spend Time on the Frontline

Brad Cleveland

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Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

Aligning the Organization to Deliver the Best Possible Customer Experience

Brad Cleveland

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Effective Quality Standards for Individuals

Brad Cleveland

To be effective, the quality standards you establish for customer service employees must meet three key requirements. Take a few minutes to view the video “Effective Standards from Individuals” from my LinkedIn Learning Course “Quality Standards in Customer Service.”

Make the Required Investments to Support Your Customer Service Strategy

Brad Cleveland

Ensuring that your organization is making required investments is an essential step in developing your customer service strategy. You will need to define, at a high level, the investments and funding necessary to support your vision.

The Edge of Service™ Newsletter, Issue 28: Motivation: Removing the Barriers

Brad Cleveland

Dave Koz, the recognized jazz saxophonist and composer, has received nine GRAMMY nominations and has had nine No. 1 albums on Billboard’s Current Contemporary Jazz Albums chart. He’s played for several presidents, hosts two popular radio shows, and is a successful entrepreneur.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Establishing an Overall Objective for Quality Service

Brad Cleveland

Is it a good idea to establish an overall measure of quality service? I believe so, but there are some cautions, and some traps to avoid. Learn more about how to best choose an overall objective in the video below from my LinkedIn Learning course “Quality Standards in Customer Service.” ” Establishing an overall objective from Quality Standards in Customer Service … Call Center Contact Center Customer Service Quality Management

Hiring for Service: It’s Time for a Rethink

Brad Cleveland

In thinking about the challenging job frontline agents have these days, I was reminded of an issue of The Edge of Service™ Newsletter that I published a while ago: The Edge of Service™ Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink. If hiring is on your list of challenges these days, you might enjoy reading about what … Call Center Contact Center Customer Service Leadership Organization and Culture Brad Cleveland hiring

Improving ROI on Quality Monitoring

Brad Cleveland

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The Best Managed Contact Centers: #8 — They Leverage Technology to Support and Further Their Mission

Brad Cleveland

New technologies are not passive — they are changing customer expectations, causing reallocations of resources, creating power shifts in organizations, and changing the responsibilities of agents and managers. The best contact centers identify the technologies that further the mission of the organization, and they implement them with the necessary foresight, planning and training.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

The Best-Managed Contact Centers: #3 – They Know that Their People Are the Key to Success

Brad Cleveland

Cultures vary dramatically from one organization to the next. You’d likely notice some hairstyles that you don’t see every day at some tech contact centers. Some centers who cater to a younger workforce have break room amenities, such as video game consoles, that put most others to shame.

Managing a Contact Center: The Immutable Laws

Brad Cleveland

For contact centers to deliver great service they need to get the right resources in the right places at the right times. This is no easy task. I recently created a course for Lynda.com on Managing a Customer Contact Center. In this succinct course, you’ll learn what makes contact centers so complex, how to implement a solid planning framework, and … Call Center Contact Center Customer Service Leadership Workforce Management Brad Cleveland leadership Lynda.com workforce management

The Power of One: Every Agent Matters

Brad Cleveland

The power of one is among the most important principles for any agent to understand. This video shows the impact each person makes on service level, occupancy and average speed of answer. Using actual data, the video makes it clear that every agent matters to both customers and their co-workers.

Revisiting Your Service Level Objectives

Brad Cleveland

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The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

The Best-Managed Contact Centers: #5 – They Have an Established, Collaborative Planning Process

Brad Cleveland

Effective planning is a central theme in the best contact centers. A major objective of good planning is to get the right number of skilled people and supporting resources in place at the right times, doing the right things. But systematic planning accomplishes more than that.

The Best Managed Contact Centers: #7 – They View the Contact Center as a Total Process ?

Brad Cleveland

Contact centers that consistently get the best results view the operation as a total process. This viewpoint takes many forms: Ensure that everyone in the contact center, and those with key supporting roles outside the center, have a basic understanding of how contact centers operate.

Traits of Successful Customer Advocacy Initiatives

Brad Cleveland

When implementing your own customer advocacy initiatives, it can be helpful to learn what was worked well for others. This video explores ways organizations have structured their advocacy programs and five traits of successful initiatives.

Building a Culture of Engaged Employees

Brad Cleveland

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The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

How to Meet Changing Customer Expectations

Brad Cleveland

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Skills-Based Routing: 5 Common Problems You Can Avoid

Brad Cleveland

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7 Rules of the Road for Recruiting and Hiring

Brad Cleveland

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The Measures Every Contact Center Should Have

Brad Cleveland

Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.