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Boosting Your Contact Center’s Strategic Value

Brad Cleveland Blog

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 value.

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Leveraging customer interactions to provide strategic value?

Brad Cleveland Blog

Any part of the organization that interacts directly with customers has the potential to create value on three distinct levels: efficiency, customer satisfaction and strategic value. Level three leverages customer intelligence to deliver strategic value to the organization. appeared first on Brad Cleveland.

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4 Ways Cloud-Based Contact Center Solutions Increase Flexibility

Upstream Works

As momentum continues to build for cloud adoption in the contact center space, the business case for supporting this decision becomes clear. These are a few specific examples of how cloud benefits the contact center and any one of these is sufficient to justify the investment. Cloud Flexibility Enables Greater Automation.

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Contact Center Future Shock: Channels May Become Part of Our Past

CX Global Media

While meeting with Brad Cleveland at the Contact Center Expo in Orlando we explored a bit of the future of what’s to come in contact centers. When I think about the legacy aspects of the contact center, we haven’t really been configured that way. So, what’s going to happen? Please Share.

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How to Get the Greatest Agent Training ROI

CX Global Media

Contact center agent training can be a very big expenditure for a lot of organizations. For contact centers that experience higher agent turnover the expenditure is obviously much higher than for those with lower turnover. Outside Forces on Contact Centers. A Hidden Opportunity.

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The Strategic Value of Customer Service

Brad Cleveland Blog

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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Principle #5: Customer Service Initiatives Can Lead to Significant Strategic Value

Brad Cleveland Blog

Customer service initiatives have enormous potential to improve customer experience and boost strategic value. I love discovering … The post Principle #5: Customer Service Initiatives Can Lead to Significant Strategic Value first appeared on Brad Cleveland.