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.

Boosting the Strategic Value of Your Customer Service Operation

Brad Cleveland

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

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

Consider the value when the contact center: Helps operational areas or manufacturing units pinpoint and fix quality problems, which boosts customer satisfaction and repeat purchases, reduces costs associated with warranties and repairs and … Call Center Contact Center Leadership Brad Cleveland customer experience customer relationships

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

Brad Cleveland

” 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.”

How to Get the Greatest Agent Training ROI

Call Center Coach

The contact center is at the crossroads between company transformation, artificial intelligence, mobile devices, aging populations, younger and more savvy consumers, and a higher strategic-level importance for organizations.

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. Find out more about the three levels on which contact centers can create value in a recent Lynda.com course video that I recorded.

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

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.

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

Call Center Coach

What is happening is our contacts are more complex, they’re higher value, but the pie is changing. What I am sure of is that we’re going to have more of those contacts that are high value and that really require that the gray matter on the part of our agents. Jim Rembach : And I would dare to say based on what you just said that I’m interpreting strategic importance. We’ve got to create value. We’ve got up the value.

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.

Assessing Your Outsourcing Services Maturity

HGS

In the healthcare market, there is increasing demand for outsourcing services that can bring strategic insights , optimization, and efficiencies to critical operations, particularly among health plans. Assessing Your Outsourcing Services Maturity.

5 Ways to Make Marketing More Strategic

ClearAction

5 Ways to Make Marketing More Strategic. In the constant treadmill of daily life, marketers may be missing high-value opportunities. “Strategic” simply means something is directly aimed at achieving what a whole organization, system, or venture depends upon.

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

NICE Systems

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.

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. That, in turn, is what will get you the support you need from colleagues across the organization. It’s what will secure adequate funding, and will facilitate the means to attract the talents required. And it will help you … Call Center Contact Center Customer Service Leadership Brad Cleveland leadership

Inspiration is waiting for you at C3 2017

Clarabridge

Discussions of case studies that show the strategic value of customer experience management. For over 16 years, Lisa has used her writing and editorial skills to bring the value of technology to life. Miami will be hotter than ever when C3 2017 begins in just two months.

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.

Inspiration is waiting for you at C3 2017

Clarabridge

Discussions of case studies that show the strategic value of customer experience management. For over 16 years, Lisa has used her writing and editorial skills to bring the value of technology to life. Miami will be hotter than ever when C3 2017 begins in just two months.

Inspiration is waiting for you at C3 2017

Clarabridge

Discussions of case studies that show the strategic value of customer experience management. For over 16 years, Lisa has used her writing and editorial skills to bring the value of technology to life. Miami will be hotter than ever when C3 2017 begins in just two months.

5 Investment Considerations for Customer Success

Amity

Strategic Customers: These customers meet your highest current revenue thresholds, have a high potential future revenue value, or have a strategic relationship value. Your most senior and experienced CSMs should be assigned to your strategic customers.

Role of Customer Support Outsourcing in Revenue Generation

OctopusTech

But with the passing time, as the expectations of customers are continuously evolving along with the complexity in providing them the desired services, various businesses can be seen struggling to maintain the strategic value and profitability of their organisations.

Solving Complex Challenges through B2B Customer Experience

ClearAction

“Our customer experience team really wants to make systemic and strategic changes that span the company, so we only tackle situations that our normal business-as-usual processes are not normally suited to tackle. Solving Complex Challenges through B2B Customer Experience Lynn Hunsaker.

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Customer Experience + Marketing: Pro’s & Con’s

ClearAction

The end-to-end customer experience is affected by the entire value chain across the company. Success is greater with a strategy that engages the entire value chain across the company. Value Creation, Communication & Management.

AI IRL Podcast Episode 6: Big Companies Need to Be More Agile, Digital, and Analytics-Driven

bold360 Blog

Transformation is a major shift in an organization’s capabilities so that it can deliver value-accretive results so that the more it does it, the more valuable it gets. The value of data ultimately depends on how it’s used. Subscribe via iTunes , Spotify and more.

RapportBoost to Showcase New Chat Sales Boosting Platform at ICMI

RapportBoost

– Company to showcase new chat sales boosting SaaS product and celebrate inclusion of Heidi Rote with valued client Jenny Craig USA in the organization’s 2018 “Movers & Shakers” list – Los Angeles, CA.

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Predictions for Customer Success in 2019

ChurnZero

The connection between Customer Success and increasing sustainable proven value for both customers and company is not something that can safely be assumed or taken for granted.” – Mikael Blaisdell, Executive Director, The Customer Success Association. Firstly- Happy New Year Churn Fighters!

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CSM from the Trenches – 3 Principles I Learned in My First Year as a CSM

ClientSuccess

We shouldn’t let the fear of making mistakes hinder our ability to deliver strategic value for the relationship. It’s our job to not only deliver happiness, but also value. Principle 3: CSMs Need to Be a Strategic Partner.

5 Investment Considerations for Customer Success

Amity

Strategic Customers: These customers meet your highest current revenue thresholds, have a high potential future revenue value, or have a strategic relationship value. Your most senior and experienced CSMs should be assigned to your strategic customers.

Predictions for Customer Success in 2019

ChurnZero

The connection between Customer Success and increasing sustainable proven value for both customers and company is not something that can safely be assumed or taken for granted.” – Mikael Blaisdell, Executive Director, The Customer Success Association. Firstly- Happy New Year Churn Fighters!

SaaS 55

Customer Experience + Marketing: Pro’s & Con’s

ClearAction

The end-to-end customer experience is affected by the entire value chain across the company. Success is greater with a strategy that engages the entire value chain across the company. Value Creation, Communication & Management. 5 Ways to Make Marketing More Strategic.

An Enlightening Customer Success Meetup with Venk Chandran

Amity

From his early days at a few Toronto based startups including Workbrain, Infor, and Rypple to his senior role at Salesforce, looking through a particular lens derived from music, theatre and behavioral psychology, Venk has developed deep insights into the strategic value of Customer Success.

Investment Considerations for Customer Success

Amity

Strategic Customers: These customers meet your highest current revenue thresholds, have a high potential future revenue value, or have a strategic relationship value. Your most senior and experienced CSMs should be assigned to your strategic customers.

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Video Advertising: Key to Getting Customers Attention As Ad Blocking is Increasing

Natalie Petouhof

” Adobe feels the acquisition of TubeMogul, will give customers a ‘one-stop shop’ for video advertising, providing even more strategic value for the use of the Adobe Marketing Cloud. Tweet Searches for Influencer Marketing have grown 5x in 2015 according to a study from Google Trends from January 2016. Nearly 40% of Millennials are using ad block applications and their use is growing fast according to a study by PageFair & Adobe.

New Guidelines on Consumer Engagement and Data Privacy

Natalie Petouhof

The trade-off, i.e., the value one gets for giving up the data has to be consistently more than the downsizes of giving up the data. It’s a process that has involved a large group of global, industry experts from the retail, manufacturing and online sectors, as well as other strategic, value chain partners. Tweet The Consumer Goods Forum has created and agreed on a new set of ‘ Consumer Engagement Principles ’ (the “Principles”).

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.

Talkdesk CX Tour London: Preview with Martin Hill-Wilson

Talkdesk

And, what I really mean by that is I’m not very attracted to the cost out only remodel, I’m much more attracted to building the value and adding to the strategic hoof and momentum of a customer service base. And I actually remember, it was probably six or so years ago, you and I were sitting in a pub having a conversation and the thing that got me really excited about the work that you’re doing, Martin, is that shift to what is the real strategic value there?