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.

Strategic Value 29

Strategic Value Customer Service Metrics Contact Center 29

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.

Strategic Value 20

Strategic Value Customer Service Metrics Contact Center 20

Clarabridge

MARCH 1, 2017

Discussions of case studies that show the strategic value of customer experience management. Deep dives into the nuts and bolts of running a customer experience program effectively. Conversations about the role of social customer service in providing a great customer experience.

Strategic Value 49

Strategic Value Marketing Technology Customer Experience 49

NICE inContact

SEPTEMBER 11, 2018

NICE inContact recently commissioned a study by Forrester Consulting —the Total Economic Impact of NICE inContact CXone—to quantify the financial benefits and strategic value of migrating from on-premises contact center technology to its cloud customer experience platform, CXone. Unify to Deliver Immersive Customer Experiences.

contact center solutions 48

contact center solutions Cloud contact Contact Center Virtual Agent 48

Clarabridge

MARCH 1, 2017

Discussions of case studies that show the strategic value of customer experience management. Deep dives into the nuts and bolts of running a customer experience program effectively. Conversations about the role of social customer service in providing a great customer experience.

Strategic Value 40

Strategic Value Marketing Technology Customer Experience 40

Clarabridge

MARCH 1, 2017

Discussions of case studies that show the strategic value of customer experience management. Deep dives into the nuts and bolts of running a customer experience program effectively. Conversations about the role of social customer service in providing a great customer experience.

Strategic Value 40

Strategic Value Marketing Technology Customer Experience 40

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. I hope you find …

Contact Center 20

Contact Center Strategic Value Engineering Management 20