Sat.Jun 16, 2012 - Fri.Jun 22, 2012

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PSIM: Ready for Takeoff

Customer Interactions

'Airport environments are anything but simple – and that makes securing them evermore complex. Toward this end, airports collectively spend billions on aviation security annually. While this technology has automated and greatly improved many functions, it has also created some challenges – precisely the types of challenges that PSIM was created to address.

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Traits of the Best Leaders

Brad Cleveland Blog

Brad shares his views on the most important traits in leaders: Authenticity, effective communication, and competence. This podcast is also available as an article: Traits of the Best Leaders Brad shares his views on the most important traits in leaders: Authenticity, effective communication, and competence.

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Traits of the Best Leaders

Brad Cleveland Blog

Brad shares his views on the most important traits in leaders: Authenticity, effective communication, and competence. This podcast is also available as an article: Traits of the Best Leaders Brad shares his views on the most important traits in leaders: Authenticity, effective communication, and competence. This podcast is also available as an article: Traits of the Best Leaders.

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The Measures Every Contact Center Should Have

Brad Cleveland Blog

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 Brad discusses 7 categories of measures every contact center should have: Forecast accuracy, schedule fit and adherence, service level, quality, employee satisfaction, customer satisfa

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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The Measures Every Contact Center Should Have

Brad Cleveland Blog

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 Brad discusses 7 categories of measures every contact center should have: Forecast accuracy, schedule fit and adherence, service level, quality, employee satisfaction, customer satisfa

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The Value of a Contact Center

Brad Cleveland Blog

Call centers (contact centers) can create value on three levels: efficiency, customer satisfaction and loyalty, and strategic impact (through intelligence that improves products, services and processes). Call centers (contact centers) can create value on three levels: efficiency, customer satisfaction and loyalty, and strategic impact (through intelligence that improves products, services and processes).

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Have Call Center Fundamentals Changed?

Brad Cleveland Blog

Here, Brad discusses how call center strategy and management is (and isn’t) changing. This podcast is also available as an article: Have Call Center Fundamentals Changed? Here, Brad discusses how call center strategy and management is (and isn’t) changing. This podcast is also available as an article: Have Call Center Fundamentals Changed?

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Have Call Center Fundamentals Changed?

Brad Cleveland Blog

Here, Brad discusses how call center strategy and management is (and isn’t) changing. This podcast is also available as an article: Have Call Center Fundamentals Changed? Here, Brad discusses how call center strategy and management is (and isn't) changing. This podcast is also available as an article: Have Call Center Fundamentals Changed?

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Will Social Communities and Mobile Apps Replace Call Centers?

Brad Cleveland Blog

Social communities and mobile apps will not replace call centers. But they will change them dramatically. Social communities and mobile apps will not replace call centers. But they will change them dramatically.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Will Social Communities and Mobile Apps Replace Call Centers?

Brad Cleveland Blog

Social communities and mobile apps will not replace call centers. But they will change them dramatically. Social communities and mobile apps will not replace call centers. But they will change them dramatically.

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Customer Service Through Social Channels

Brad Cleveland Blog

How do organizations get started in delivering services through social channels? It’s a pretty simple formula: Listen, learn and dialogue. This podcast is also available as an article: /resources/articles/customer-service-through-social-channels/ How do organizations get started in delivering services through social channels? It’s a pretty simple formula: Listen, learn and dialogue.

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Customer Service Through Social Channels

Brad Cleveland Blog

How do organizations get started in delivering services through social channels? It’s a pretty simple formula: Listen, learn and dialogue. This podcast is also available as an article: /resources/articles/customer-service-through-social-channels/ How do organizations get started in delivering services through social channels? It's a pretty simple formula: Listen, learn and dialogue.