Leveraging customer interactions to provide strategic value?

Brad Cleveland

Any part of the organization that interacts directly with customers has the potential to create value on three distinct levels: efficiency, customer satisfaction and strategic value. Level three leverages customer intelligence to deliver strategic value to the organization.

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.

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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 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. 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 … Call Center Contact Center Customer Service Leadership Brad Cleveland leadership strategy

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. 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 … Call Center Contact Center Customer Service Leadership Brad Cleveland leadership strategy

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. 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.

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. 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.

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

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

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 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.”

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.”

Making an Impact During These Unprecedented Times (Part 2): Elaine Cobb, Vice President of Customer Success at Coveo

Strikedeck

Vincent Manlapaz, in an interview with Elaine Cobb talks about the challenges the organization faces, the strategic value of CS, and some ideas to rise above this challenge (pandemic).

Leading the Customer Experience by Brad Cleveland

Contact Center Geek

He eloquently describes the levels of customer service value: efficiency, customer satisfaction and loyalty, and finally, strategic value. Brad Cleveland is a legend in the customer service and customer experience space.

Mythbuster monthly: Customer Success Manager coverage ratio

ChurnZero

The answers to these questions will be different for every company, as will the amount of effort it takes their CSMs to deliver value along the journey. It assumes all customers are of equal value to the business. When times change, Customer Success changes with them.

Part 2: The Strategic Role of B2B Customer Support

TeamSupport

In Part 1 of this blog series, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes—based on the whitepaper co-produced by ServiceXRG and TeamSupport.

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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. The video is from the course Managing a Customer Contact Center. I hope you find … Call Center Contact Center Customer Service Leadership

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. The video is from the course Managing a Customer Contact Center. I hope you find … Call Center Contact Center Customer Service Leadership

How to Get the Greatest Agent Training ROI

CX Global Media

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. And it has very high strategic value to the customer experience and to your organizational performance. Contact center agent training can be a very big expenditure for a lot of organizations.

4 Ways Cloud-Based Contact Center Solutions Increase Flexibility

Upstream Works

As customer expectations keep rising, contact centers must keep innovating and remain agile, and this is where the cloud has great strategic value. The value of flexibility lies in adapting to change, and this is especially important for automation.

Red Box Partners with RingCentral to Deliver Next-Gen Voice and Video Capture

CSM Magazine

“As a next-gen capture platform, Conversa is ideally placed to provide resilient compliance recording capabilities as well as enabling joint Red Box and RingCentral customers to capitalize on the data captured by leveraging cutting-edge AI tools to drive strategic business outcomes.”

5 Ways to Make Marketing More Strategic

ClearAction

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

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

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

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

CX Global Media

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.

Part 3: The Strategic Role of B2B Customer Support

TeamSupport

To learn more about becoming a world-class B2B customer support organization, download the complete researched-based whitepaper, The Strategic Role of Business-to-Business Customer Support.

B2B 56

Part 2: Helping Companies Build Stronger Customer Relationships

TeamSupport

Unlike customer support or traditional sales models, customer success management aims to deliver long-term strategic value for customers. We are helping businesses understand how Support and Success complement one another so they can increase their enterprise value. ?.

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Part 1: The Strategic Role of B2B Customer Support

TeamSupport

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. The Value of Customer Support.

B2B 52

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.

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.

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

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