Brad Cleveland Blog

SEPTEMBER 22, 2017

One of the most important leadership priorities in today’s economy is to ensure that your customer contact center delivers maximum strategic value to your organization.

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Brad Cleveland Blog

FEBRUARY 10, 2021

Customer service initiatives have enormous potential to improve customer experience and boost strategic value. When this information is captured, identified, assimilated and … Continue reading → The post Principle #5: Customer Service Initiatives Can Lead to Significant Strategic Value appeared first on Brad Cleveland.

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Brad Cleveland Blog

OCTOBER 18, 2016

One of the most important leadership priorities in today’s economy is to ensure that your customer contact center delivers maximum strategic value to your organization.

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Brad Cleveland Blog

MARCH 13, 2019

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.

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Brad Cleveland Blog

SEPTEMBER 22, 2017

One of the most important leadership priorities in today’s economy is to ensure that your customer contact center delivers maximum strategic value to your organization. That, in turn, is what will get you the support you need from colleagues across the organization.

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Expivia

FEBRUARY 18, 2024

Transforming Customer Service: The Evolution of Contact Center Outsourcing In the rapidly evolving business landscape, where technological innovation outpaces traditional business models, the contact center outsourcing industry is undergoing a monumental shift.

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Brad Cleveland Blog

SEPTEMBER 22, 2017

One of the most important leadership priorities in today’s economy is to ensure that your customer contact center delivers maximum strategic value to your organization. That, in turn, is what will get you the support you need from colleagues across the organization.

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Brad Cleveland Blog

OCTOBER 18, 2016

One of the most important leadership priorities in today’s economy is to ensure that your customer contact center delivers maximum strategic value to your organization. That, in turn, is what will get you the support you need from colleagues across the organization.

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Brad Cleveland Blog

OCTOBER 18, 2016

One of the most important leadership priorities in today’s economy is to ensure that your customer contact center delivers maximum strategic value to your organization. That, in turn, is what will get you the support you need from colleagues across the organization.

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NICE inContact

SEPTEMBER 11, 2018

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. As contact centers continue to become drivers of business growth, there are significant quantitative and qualitative results to consider.

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Brad Cleveland Blog

APRIL 6, 2017

The post Boosting the Strategic Value of Your Customer Service Operation appeared first on Brad Cleveland.

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Brad Cleveland Blog

MARCH 5, 2018

The post Boosting the Strategic Value of Your Customer Service Operation appeared first on Brad Cleveland.

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Brad Cleveland Blog

APRIL 19, 2018

Successful contact centers have transitioned from a rote focus on handling contacts to becoming powerful engines of customer loyalty and strategic value.

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Brad Cleveland Blog

APRIL 19, 2016

The post Boosting the Strategic Value of Your Customer Service Operation appeared first on Brad Cleveland.

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Brad Cleveland Blog

APRIL 19, 2018

Successful contact centers have transitioned from a rote focus on handling contacts to becoming powerful engines of customer loyalty and strategic value. Find out more about the three levels on which contact centers can create value in a recent Lynda.com course video that I recorded.

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Brad Cleveland Blog

APRIL 19, 2018

Successful contact centers have transitioned from a rote focus on handling contacts to becoming powerful engines of customer loyalty and strategic value. Find out more about the three levels on which contact centers can create value in a recent Lynda.com course video that I recorded.

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teleopti

APRIL 30, 2019

Communicate the strategic value of the individual – engaged people go above and beyond what is expected of them because they feel part of a purpose larger than themselves. Communicate corporate goals or business changes and demonstrate the strategic value each individual can bring to the overall success of the company.

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Monet Software

MARCH 26, 2020

In this blog, we’ll cover data migration and process change questions. Not all parts of your contact center solutions need to be outsourced. With contact center cloud migration in steady growth, about half the North American market is in the cloud with a steady upward trend over the past five years.

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Brad Cleveland Blog

DECEMBER 7, 2011

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.

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Brad Cleveland Blog

DECEMBER 7, 2011

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.

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Brad Cleveland Blog

JUNE 21, 2012

Brad discusses 7 categories of measures every contact center should have: Forecast accuracy, schedule fit and adherence, service level, quality, employee satisfaction, customer satisfaction and loyalty, and strategic value. This podcast is also available as an article: The Measures Every Contact Center Should Have

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Brad Cleveland Blog

JUNE 21, 2012

Brad discusses 7 categories of measures every contact center should have: Forecast accuracy, schedule fit and adherence, service level, quality, employee satisfaction, customer satisfaction and loyalty, and strategic value. This podcast is also available as an article: The Measures Every Contact Center Should Have.

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Brad Cleveland Blog

APRIL 6, 2017

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Brad Cleveland Blog

APRIL 6, 2017

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Brad Cleveland Blog

MARCH 5, 2018

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Brad Cleveland Blog

DECEMBER 17, 2015

” Everybody knows … Continue reading → The post The Best-Managed Contact Centers: #1 – They Produce High Levels of Value appeared first on Brad Cleveland. It takes many forms: pride of workmanship, a feeling of community, good planning, coordination and the willingness to make the “extra effort.”

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Brad Cleveland Blog

MARCH 5, 2018

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Brad Cleveland Blog

FEBRUARY 3, 2017

One of the most important leadership priorities is to ensure that your customer contact center delivers maximum strategic value to your organization. That, in turn, is what will get you the support you need from colleagues across the organization.

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Brad Cleveland Blog

APRIL 19, 2016

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Brad Cleveland Blog

DECEMBER 17, 2015

The contact center “clicks.” It takes many forms: pride of workmanship, a feeling of community, good planning, coordination and the willingness to make the “extra effort.” ” Everybody knows what the mission is and everybody is pulling in the same direction. ” While there are a …

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Brad Cleveland Blog

APRIL 19, 2016

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Brad Cleveland Blog

DECEMBER 17, 2015

The contact center “clicks.” It takes many forms: pride of workmanship, a feeling of community, good planning, coordination and the willingness to make the “extra effort.” ” Everybody knows what the mission is and everybody is pulling in the same direction. ” While there are a …

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Tenfold - Contact Center Blog

NOVEMBER 30, 2017

With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations. Don’t send an annual survey to see if they’re satisfied with your products, contact center or delivery performance.

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Brad Cleveland Blog

FEBRUARY 3, 2017

One of the most important leadership priorities is to ensure that your customer contact center delivers maximum strategic value to your organization. That, in turn, is what will get you the support you need from colleagues across the organization. And it will help you …

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Brad Cleveland Blog

SEPTEMBER 16, 2014

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Brad Cleveland Blog

SEPTEMBER 16, 2014

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Brad Cleveland Blog

FEBRUARY 3, 2017

One of the most important leadership priorities is to ensure that your customer contact center delivers maximum strategic value to your organization. That, in turn, is what will get you the support you need from colleagues across the organization. And it will help you …

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