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

Brad Cleveland Blog

MARCH 5, 2018

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

Strategic Value 26

Strategic Value Customer Service Contact Center Call Center 26

Brad Cleveland Blog

APRIL 6, 2017

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

Strategic Value 26

Strategic Value Customer Service Contact Center Call Center 26

Brad Cleveland Blog

APRIL 19, 2016

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

Strategic Value 26

Strategic Value Customer Service Contact Center Call Center 26

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.

Strategic Value 26

Strategic Value Contact Center Call Center Customer Service 26

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.

Strategic Value 26

Strategic Value Contact Center Call Center Customer Experience 26

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.

Strategic Value 22

Strategic Value Contact Center Call Center Customer Service 22

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.

Strategic Value 26

Strategic Value Contact Center Call Center Customer Experience 26

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.

Strategic Value 20

Strategic Value Contact Center Call Center Customer Service 20

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.

Strategic Value 20

Strategic Value Contact Center Call Center Customer Experience 20

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.

Customer Support 40

Customer Support outsourcing Strategic Value Contact Center 40

Brad Cleveland Blog

MARCH 5, 2018

(..)

Strategic Value 28

Strategic Value Customer Service Contact Center Call Center 28

Brad Cleveland Blog

APRIL 6, 2017

(..)

Strategic Value 24

Strategic Value Customer Service Contact Center Call Center 24

Brad Cleveland Blog

APRIL 6, 2017

(..)

Strategic Value 20

Strategic Value Customer Service Contact Center Call Center 20

Brad Cleveland Blog

MARCH 5, 2018

(..)

Strategic Value 20

Strategic Value Customer Service Contact Center Call Center 20

Brad Cleveland Blog

APRIL 19, 2016

(..)

Strategic Value 24

Strategic Value Customer Service Contact Center Call Center 24

Brad Cleveland Blog

APRIL 19, 2016

(..)

Strategic Value 20

Strategic Value Customer Service Contact Center Call Center 20

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. For example, today’s customer service departments have a powerful role to play in sharing best-practice principles with the rest of the organization.

Employee engagement 80

Employee engagement Management Strategic Value Self service 80

Contact Center Geek

SEPTEMBER 30, 2021

Brad Cleveland is a legend in the customer service and customer experience space. Not merely a thought leader, but an action leader, who has helped shape how customer service and customer experience leaders think, practice, and evolve to do incredible work in the spirit of humanity and business.

Customer Experience 62

Customer Experience Journey mapping Strategic Value Customer centricity 62

Brad Cleveland Blog

SEPTEMBER 16, 2014

(..)

Strategic Value 20

Strategic Value Customer Service Contact Center Call Center 20

Brad Cleveland Blog

SEPTEMBER 16, 2014

(..)

Strategic Value 20

Strategic Value Customer Service Contact Center Call Center 20

ClearAction

DECEMBER 5, 2023

Right the First Time leads to Freed-up Resources, which reduces Customer Acquisition Costs, Customer Service Value costs, and Customer Retention costs (Customer Health Score), which lead to Margin Expansion. Why should any of these efficiency efforts ignore what customers value?

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

TeamSupport

SEPTEMBER 8, 2020

In other words, effective B2B support forms the foundation for long-term successful customer engagements. In this blog series, based on the whitepaper co-produced by ServiceXRG and TeamSupport, we explore how to position the investment in Support as a strategic value aligned to current business practices and target outcomes.

B2B 64

B2B Customer Support Strategic Value Coaching 64

CSM Magazine

OCTOBER 6, 2020

. “The integration of Conversa by Red Box with RingCentral will offer customers a scalable platform that provides them with the access and control they need to realize compliance and full strategic value of the data captured from their recorded conversations.” ” About Red Box.

Strategic Value 52

Strategic Value Enterprise Government Healthcare 52

CSM Magazine

OCTOBER 7, 2021

We have both the desire and resources to work with our partners across the world to build sustainable and growing businesses to capitalize on the demand from the market, more specifically customers migrating from traditional on-premise solutions to Contact Center as a Service platforms,” adds Rosemary Cormican. “We

Contact Center 52

Contact Center Marketing Interactive Voice Response Strategic Value 52

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

OctopusTech

JULY 14, 2018

Customer satisfaction and loyalty are two key factors you should look for while pursuing organisational success and long-term growth for your company. Your IT-related services can be limited to the very needs of established departments. The probability is probably low.

outsourcing 63

outsourcing Customer Support Strategic Value Call Center 63

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

RapportBoost

NOVEMBER 5, 2018

“The ICMI Customer Experience Movers & Shakers list recognizes the hardworking individuals that are inspiring excellence, motivating their peers and shaping the future of customer service,” said Erica Marois, Content Manager, ICMI. Brands have achieved up to 60% year-over-year revenue gains by using RapportBoost.

Sales 40

Sales Contact Center Average Handle Time Employee engagement 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.

Contact Center 26

Contact Center Strategic Value Engineering Call Center 26

COPC

SEPTEMBER 9, 2019

Ding Yi (Allen), Director of Customer Service. recently sat down with Ding Yi (Allen), Director of Customer Service, who oversees the development of artificial intelligence (AI) in customer service at Ant Financial. “… the technology revolution (e.g.,

industry standards 40

industry standards Self service Strategic Value Finance 40

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.

Strategic Value 26

Strategic Value Contact Center Call Center Customer Service 26

ClearAction

MAY 29, 2016

While there is a certain success rate in customer retention tactics, it is prone to similar efforts from competitors. Success is greater with a strategy that engages the entire value chain across the company. Leading customer experience excellence is a tremendous opportunity for Marketing’s strategic value.

Marketing 97

Marketing Customer Experience Chief Customer Officer Calibration 97

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

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