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.

Beyond The Contact Center Pt 1: The Strategic Value of Metrics

24-7 InTouch

This explosion of available insights has the potential to bring huge value to brands everywhere Did you know? It’s predicted that by 2020, 1.7 megabytes of new information will be created every second, for every human being in the world.

Boosting the Strategic Value of Your Customer Service Operation

Brad Cleveland

Call Center Contact Center Customer Service Leadership Videos Brad Cleveland leadership strategic value

Boosting the Strategic Value of Customer Interactions

Brad Cleveland

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.

Boosting the Strategic Value of Customer Interaction

Brad Cleveland

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.

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

Call Center Coach

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. And so, when you think about it from that perspective, growth of contact centers just going to continue to climb and climb. We’ve got to create value. We’ve got up the value.

Boosting the Strategic Value of Your Customer Service Operation

Brad Cleveland

Call Center Contact Center Customer Service Leadership Videos Brad Cleveland leadership strategy

The Contact Center’s Opportunity to Deliver Strategic Value

Brad Cleveland

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.

Boosting the Strategic Value of Your Customer Service Operation

Brad Cleveland

Call Center Contact Center Customer Service Leadership Videos Brad Cleveland leadership strategy

The Best-Managed Contact Centers: #1 – They Produce High Levels of Value

Brad Cleveland

The contact center “clicks.” ” While there are a … Call Center Contact Center Customer Service Leadership Brad Cleveland Call Center Management On Fast Forward strategic value strategyIn some organizations, you can feel the energy as soon as you walk in the door. It takes many forms: pride of workmanship, a feeling of community, good planning, coordination and the willingness to make the “extra effort.”

Boost Growth and Lower Costs with AI and Cloud Contact Center Solutions

NICE inContact

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. The strategic and practical value of the virtual agent is its ability to address calls when there are wait times.

Maximize Contact Center Impact and Value

Brad Cleveland

Successful contact centers have transitioned from a rote focus on handling contacts to becoming powerful engines of customer loyalty and strategic value. The video is from the course Managing a Customer Contact Center.

How to Get the Greatest Agent Training ROI

Call Center Coach

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.

The Measures Every Contact Center Should Have

Brad Cleveland

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. Podcasts Brad Cleveland Call Center Contact Center Customer Service ICMI Social Media strategy support center

RapportBoost to Showcase New Chat Sales Boosting Platform at ICMI

RapportBoost

RapportBoost to Showcase New Chat Sales Boosting Platform at Booth #318 at ICMI Contact Center Demo Nov. RapportBoost boosts chat sales for brands with augmented intelligence, and helps contact centers to transition to profit centers.

Sales 52

A Way of Doing Business

Brad Cleveland

One of the most important leadership priorities is to ensure that your customer contact center delivers maximum strategic value to your organization. And it will help you … Call Center Contact Center Customer Service Leadership

Great Service Is a Leadership Responsibility

Brad Cleveland

Great service is a leadership responsibility that can provide tremendous strategic value. Recently, I gave a presentation at the Tugboat Institute Summit. The talk focused on how great service must emanate from the top.

A Way of Doing Business

Brad Cleveland

One of the most important leadership priorities is to ensure that your customer contact center delivers maximum strategic value to your organization. And it will help you … Call Center Contact Center Customer Service Leadership Brad Cleveland leadershipThat, in turn, is what will get you the support you need from colleagues across the organization.

Evolving employee engagement with Workforce Management (WFM)

teleopti

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. From experience Teleopti believes successful companies start with inspired people and here CEO, Olle D?ring

Talkdesk CX Tour London: Preview with Martin Hill-Wilson

Talkdesk

So, hello everybody, I’m of the particular generation that I was involved in the very first wave of contact centers here in the UK, which in timeline terms, was the early ’80s. We were involved in building our own little contact center practice. When people talk about the call center, I think it’s almost a useless way of thinking about it. I asked an audience yesterday, “How often do you call your employees in the contact center?”

Optimizing Call Center Customer Support for Increased Revenue

Tenfold - Contact Center Blog

With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations. Strategies in Optimizing Call Center Customer Support for Increased Revenue. Call centers do not work in a vacuum.