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

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

Strikedeck

MARCH 2, 2021

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).

Strategic Value 59

Strategic Value Customer advocacy Customer Experience SaaS 59

CX Global Media

DECEMBER 4, 2018

And it has very high strategic value to the customer experience and to your organizational performance. But without supervisors being equipped to lead and support and direct and coach, all that training in the world for the frontline is not going to take hold.”. Beyond The Training Event. It’s a journey.

Contact Center 240

Contact Center Call Center Coaching Strategic Value 240

Brad Cleveland Blog

APRIL 6, 2017

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Strategic Value 20

Strategic Value Customer Service Contact Center Call Center 20

Brad Cleveland Blog

APRIL 6, 2017

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Strategic Value 20

Strategic Value Customer Service Contact Center Call Center 20

Brad Cleveland Blog

MARCH 5, 2018

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Strategic Value 20

Strategic Value Customer Service Contact Center Call Center 20

Brad Cleveland Blog

MARCH 5, 2018

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Strategic Value 20

Strategic Value Customer Service Contact Center Call Center 20

Brad Cleveland Blog

DECEMBER 7, 2011

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 …

Strategic Value 20

Strategic Value Contact Center Call Center Customer Experience 20

Brad Cleveland Blog

DECEMBER 7, 2011

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 …

Strategic Value 20

Strategic Value Contact Center Call Center Customer Experience 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. Communicate corporate goals or business changes and demonstrate the strategic value each individual can bring to the overall success of the company.

Employee engagement 80

Employee engagement Management Self service Strategic Value 80

ClearAction

FEBRUARY 27, 2016

Context is the mantra for making something strategic. When everyone sees a clear connection between what you’re doing and what the enterprise wants to become you’ll be viewed as adding strategic value. In and of itself, any data point may be useful, but when you connect data, the value can become exponential.

Marketing 98

Marketing Metrics Strategic Value Customer Experience 98

Brad Cleveland Blog

APRIL 19, 2016

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Strategic Value 20

Strategic Value Customer Service Contact Center Call Center 20

Brad Cleveland Blog

APRIL 19, 2016

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Strategic Value Customer Service Contact Center Call Center 20

Contact Center Geek

SEPTEMBER 30, 2021

He eloquently describes the levels of customer service value: efficiency, customer satisfaction and loyalty, and finally, strategic value. And another one of my favorites: “Complex rules give rise to simple and stupid behavior.”

Customer Experience 62

Customer Experience Journey mapping Customer Service Customer centricity 62

ChurnZero

AUGUST 5, 2022

Customers’ profiles and needs can widely vary within a single company based on their strategic value, spend (ARR), product use case, and more. Don’t stop short of applying the bottom-up analysis to each of your individual segments.

Management 98

Management Benchmark Strategic Value Customer Experience 98

CX Global Media

JUNE 23, 2018

Jim Rembach : And I would dare to say based on what you just said that I’m interpreting strategic importance. And typically, it’s been where the contact center has been quiet kind of quiet about that strategic value and importance.

Contact Center 195

Contact Center Customer centricity Self service Strategic Value 195

TeamSupport

SEPTEMBER 14, 2020

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. Now in Part 2, we’ll talk about the evolving role of B2B customer support.

Customer Support 55

Customer Support B2B SaaS Customer retention 55

Brad Cleveland Blog

SEPTEMBER 16, 2014

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Strategic Value 20

Strategic Value Customer Service Contact Center Call Center 20

Brad Cleveland Blog

SEPTEMBER 16, 2014

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Strategic Value 20

Strategic Value Customer Service Contact Center Call Center 20

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.

contact center solutions 52

contact center solutions Contact Center Enterprise Strategic Value 52

TeamSupport

SEPTEMBER 8, 2020

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. In other words, effective B2B support forms the foundation for long-term successful customer engagements.

Customer Support 52

Customer Support B2B Strategic Value Service level 52

Upstream Works

AUGUST 5, 2021

As customer expectations keep rising, contact centers must keep innovating and remain agile, and this is where the cloud has great strategic value. Call center leaders need to consider the overall benefit of cloud, namely the flexibility of the platform itself.

contact center solutions 78

contact center solutions Contact Center Call Center Self service 78

TeamSupport

SEPTEMBER 16, 2020

In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, 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, and about the evolving role of B2B customer support.

Customer Support 58

Customer Support B2B Customer retention Strategic Value 58

HGS

JUNE 28, 2018

Service and governance models have been clearly defined for what work is done internally vs. externally with the partner; benchmarks and metrics are measured regularly, reported and assessed; and new ideas and innovate initiatives are driven by the BPO partner that uncovers many new ways of delivering strategic value at a sustained level.

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outsourcing Business Process Outsourcing Healthcare Metrics 130

TeamSupport

SEPTEMBER 30, 2020

Unlike customer support or traditional sales models, customer success management aims to deliver long-term strategic value for customers. Additionally, Success actively manages the customer lifecycle to add ongoing value and drives strategic initiatives to maximize product adoption and advocacy.

B2B 52

B2B Customer Support CRM B2C 52

CSM Magazine

OCTOBER 7, 2021

We are also actively recruiting a handful of targeted resellers in Europe and working with key strategic value-added partners to onboard them and help build out regional offerings through our local teams,” said Kemmerer.

Contact Center 52

Contact Center Interactive Voice Response Marketing contact center solutions 52

ClearAction

FEBRUARY 27, 2016

Context is the mantra for making something strategic. When everyone sees a clear connection between what you’re doing and what the enterprise wants to become you’ll be viewed as adding strategic value. In and of itself, any data point may be useful, but when you connect data, the value can become exponential.

Marketing 59

Marketing Customer Experience Metrics Strategic Value 59

Clarabridge

MARCH 1, 2017

Discussions of case studies that show the strategic value of customer experience management. As usual, C3 will feature a healthy mix of hands-on workshops, motivating keynotes, and in-depth presentations. Attendees can choose among a variety of different types of sessions: Targeted workshops to answer your specific questions.

Customer Experience 49

Customer Experience Strategic Value Customer Service Technology 49

Monet Software

MARCH 26, 2020

For the past 10+ years, Verint has helped leading brands and SMBs successfully move to the cloud to achieve flexibility, efficiency, and strategic value. With thoughtful planning, any business can create a solid migration plan that fits their short-term and long-term business goals.

Contact Center 71

Contact Center contact center solutions outsourcing Coaching 71

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

Clarabridge

MARCH 1, 2017

Discussions of case studies that show the strategic value of customer experience management. As usual, C3 will feature a healthy mix of hands-on workshops, motivating keynotes, and in-depth presentations. Attendees can choose among a variety of different types of sessions: Targeted workshops to answer your specific questions.

Customer Experience 40

Customer Experience Strategic Value Customer Service Technology 40

Clarabridge

MARCH 1, 2017

Discussions of case studies that show the strategic value of customer experience management. As usual, C3 will feature a healthy mix of hands-on workshops, motivating keynotes, and in-depth presentations. Attendees can choose among a variety of different types of sessions: Targeted workshops to answer your specific questions.

Customer Experience 40

Customer Experience Strategic Value Customer Service Technology 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. And it will help you …

Contact Center 20

Contact Center Strategic Value Call Center Customer Service 20

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. And it will help you …

Contact Center 20

Contact Center Strategic Value Call Center Customer Service 20

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.

contact center solutions 48

contact center solutions Contact Center Cloud contact Virtual Agent 48