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 26

Strategic Value Customer Service Contact Center Call Center 26

Brad Cleveland Blog

OCTOBER 20, 2023

The most effective leaders focus on the contact center’s opportunity to create value for customers and the organization. There are three levels on which contact centers can create value. They include efficiency, customer satisfaction and loyalty, and strategic value.

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Strategic Value Contact Center Call Center Customer Experience 26

Brad Cleveland Blog

APRIL 6, 2017

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

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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

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

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.

Strategic Value 26

Strategic Value Contact Center Call Center Customer Service 26

Brad Cleveland Blog

FEBRUARY 10, 2021

Customer service initiatives have enormous potential to improve customer experience and boost strategic value. For example, customer service can provide the broader organization with powerful insight on customers, products, services and processes.

Strategic Value 26

Strategic Value Customer Service Customer Experience Contact Center 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. 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

NICE inContact

SEPTEMBER 11, 2018

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. As contact centers continue to become drivers of business growth, there are significant quantitative and qualitative results to consider.

contact center solutions 48

contact center solutions Cloud contact Contact Center Virtual Agent 48

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

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 Self service Strategic Value 80

CSM Magazine

OCTOBER 7, 2021

Empirix , an Infovista company and leader in contact center testing and experience assurance, has announced a major expansion of its partner strategy that aims to transform the business to a 90%+ channel centric vendor within 5 years. billion by 2024 at Compound Annual Growth Rate (CAGR) of 29%. About Empirix.

Contact Center 52

Contact Center Marketing Interactive Voice Response Strategic Value 52

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

MARCH 5, 2018

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Strategic Value Customer Service Contact Center Call Center 28

Brad Cleveland Blog

APRIL 6, 2017

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Strategic Value 24

Strategic Value Customer Service Contact Center Call Center 24

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

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

APRIL 19, 2016

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Strategic Value Customer Service Contact Center Call Center 24

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

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

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

SEPTEMBER 16, 2014

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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

Brad Cleveland Blog

MARCH 5, 2018

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Strategic Value Customer Service Contact Center Call Center 20

Brad Cleveland Blog

SEPTEMBER 16, 2014

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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

CSM Magazine

OCTOBER 6, 2020

Dedicated voice specialist, Red Box , today announced a new integration partnership with RingCentral , a leading provider of global enterprise cloud communications, collaboration, and contact center solutions. ” About Red Box.

Strategic Value 52

Strategic Value Enterprise Government contact center solutions 52

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Organizational success and long-term growth primarily depends on customer satisfaction and loyalty, and customer service has always supported corporate growth by keeping customers happy and ensuring their ongoing loyalty. No company can afford to be a customer service laggard. Staffing Adjustments.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Brad Cleveland Blog

JUNE 21, 2012

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.

Contact Center 20

Contact Center Strategic Value Service level Call Center 20

Brad Cleveland Blog

JUNE 21, 2012

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.

Contact Center 20

Contact Center Strategic Value Service level Call Center 20

RapportBoost

NOVEMBER 5, 2018

RapportBoost to Showcase New Chat Sales Boosting Platform at Booth #318 at ICMI Contact Center Demo Nov. – 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.

Sales 40

Sales Contact Center Average Handle Time B2B 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. Find out more about the three levels on which contact centers can create value in a recent Lynda.com course video that I recorded.

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.

Contact Center 20

Contact Center Strategic Value Engineering Management 20

Brad Cleveland Blog

DECEMBER 17, 2015

” Everybody knows … Continue reading → The post The Best-Managed Contact Centers: #1 – They Produce High Levels of Value appeared first on Brad Cleveland. It takes many forms: pride of workmanship, a feeling of community, good planning, coordination and the willingness to make the “extra effort.”

Contact Center 26

Contact Center Management Strategic Value Call Center 26

Brad Cleveland Blog

DECEMBER 17, 2015

The contact center “clicks.” It takes many forms: pride of workmanship, a feeling of community, good planning, coordination and the willingness to make the “extra effort.” ” Everybody knows what the mission is and everybody is pulling in the same direction. ” While there are a …

Contact Center 24

Contact Center Management Strategic Value Call Center 24

Talkdesk

MAY 23, 2019

So, hello everybody, I’m of the particular generation that I was involved in the very first wave of contact centers here in the UK, which in timeline terms, was the early ’80s. We were involved in building our own little contact center practice. So, I do find myself working as far as that’s concerned.

Contact Center 44

Contact Center Consulting Consulting Engineering 44