Strategic Value - Customer Contact Central

Agentic AI for the Enterprise: Unlocking Strategic Value

TechSee

SEPTEMBER 23, 2024

Agentic AI is changing the game for enterprises. Imagine AI systems that don’t just respond to commands but can act independently, learn in real time, and solve complex problems—just like a human agent. This is the promise of Agentic AI.

Strategic Value

Strategic Value Enterprise Best practices Technical Support

Boosting Your Contact Center’s Strategic Value

Brad Cleveland Blog

OCTOBER 20, 2023

There are three levels on which contact centers can create value. They include efficiency, customer satisfaction and loyalty, and strategic value. Only … Continue reading → The post Boosting Your Contact Center’s Strategic Value appeared first on Brad Cleveland.

Strategic Value

Strategic Value Contact Center Call Center Customer Experience

Leveraging customer interactions to provide strategic value?

Brad Cleveland Blog

OCTOBER 27, 2022

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. appeared first on Brad Cleveland.

Strategic Value

Strategic Value Contact Center Call Center Customer Experience

Boosting the Strategic Value of Customer Interaction

Brad Cleveland Blog

OCTOBER 15, 2024

Delivering effective customer service is not a program, a back office function or an initiative – it’s a way of doing business that produces value for customers and the organization.

Strategic Value

Strategic Value Customer Service Contact Center Customer Experience

How AI is reshaping the BPO business model

Callminer

SEPTEMBER 16, 2024

Traditionally seen as cost centers, BPOs are now leveraging AI to transform into strategic value drivers. For the BPO industry, there’s a seismic shift underway. Read more in this blog.

Strategic Value

Beyond The Contact Center Pt 1: The Strategic Value of Metrics

24-7 InTouch

MARCH 20, 2019

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.

Strategic Value

Strategic Value Metrics Contact Center

How to Get the Greatest Agent Training ROI

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

Contact Center Coaching Education Call Center

Is this the AI you are looking for? Identifying the optimal Agentic AI for YOU

TechSee

OCTOBER 10, 2024

In that case, whether it’s onboarding new clients, handling complex troubleshooting, or managing intricate workflows—advanced Agentic AI will provide the technology that can provide the most strategic value and long-term ROI.

Chatbots

Chatbots Self service Strategic Value Accountability

The Strategic Value of Customer Service

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

Strategic Value Customer Service Metrics Contact Center

The Strategic Value of Customer Service

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

Strategic Value Customer Service Contact Center Call Center

Boosting Your Contact Center’s Strategic Value

Brad Cleveland Blog

OCTOBER 20, 2023

There are three levels on which contact centers can create value. They include efficiency, customer satisfaction and loyalty, and strategic value. Only … Continue reading → The post Boosting Your Contact Center’s Strategic Value appeared first on Brad Cleveland.

Strategic Value

Strategic Value Contact Center Call Center Customer Experience

Principle #5: Customer Service Initiatives Can Lead to Significant Strategic Value

Brad Cleveland Blog

FEBRUARY 10, 2021

Customer service initiatives have enormous potential to improve customer experience and boost strategic value. I love discovering … The post Principle #5: Customer Service Initiatives Can Lead to Significant Strategic Value first appeared on Brad Cleveland.

Strategic Value

Strategic Value Customer Service Customer Experience Contact Center

Maximizing Business Efficiency with Call center outsourcing vendors

Blueship Call Center

DECEMBER 19, 2024

Beyond cost-cutting: Strategic value Although one of the main advantages of outsourcing is cost reduction, there are many other advantages as well. Outsourcing is also beneficial for the technology sector, where technical support and troubleshooting are handled to provide users with quick and efficient resolutions.

outsourcing

outsourcing Call Center Healthcare Education

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

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

Contact Center Customer centricity Self service Strategic Value

Accelerate AWS Well-Architected reviews with Generative AI

AWS Machine Learning

MARCH 4, 2025

As systems scale, conducting thorough AWS Well-Architected Framework Reviews (WAFRs) becomes even more crucial, offering deeper insights and strategic value to help organizations optimize their growing cloud environments. In this post, we explore a generative AI solution leveraging Amazon Bedrock to streamline the WAFR process.

Best practices

Best practices Enterprise Engineering Strategic Value

Boosting the Strategic Value of Customer Interaction

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

Strategic Value Contact Center Call Center Customer Experience

Boosting the Strategic Value of Customer Interactions

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

Strategic Value Contact Center Call Center Customer Service

Boosting the Strategic Value of Customer Interaction

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

Strategic Value Contact Center Call Center Customer Experience

Boosting the Strategic Value of Your Customer Service Operation

Brad Cleveland Blog

APRIL 6, 2017

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

Strategic Value

Strategic Value Customer Service Contact Center Call Center

Boosting the Strategic Value of Your Customer Service Operation

Brad Cleveland Blog

APRIL 19, 2016

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

Strategic Value

Strategic Value Customer Service Contact Center Call Center

Boosting the Strategic Value of Your Customer Service Operation

Brad Cleveland Blog

MARCH 5, 2018

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

Strategic Value

Strategic Value Customer Service Contact Center Call Center

Principle #5: Customer Service Initiatives Can Lead to Significant Strategic Value

Brad Cleveland Blog

FEBRUARY 10, 2021

Customer service initiatives have enormous potential to improve customer experience and boost strategic value. When this information is captured, identified, assimilated and … Continue reading → The post Principle #5: Customer Service Initiatives Can Lead to Significant Strategic Value appeared first on Brad Cleveland.

Strategic Value

Strategic Value Customer Service Customer Experience Contact Center

The Strategic Value of Customer Service

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

Strategic Value Customer Service Metrics Contact Center

Boosting the Strategic Value of Customer Interactions

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

Strategic Value Contact Center Call Center Customer Service

5 Ways to Make Marketing More Strategic

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

Marketing Strategic Value Metrics Enterprise

Netigate Appoints New CCO Benedict Geissler to Expand Its Total Experience Management SaaS

CSM Magazine

APRIL 24, 2025

“Organisations are becoming increasingly aware of the critical strategic value of customer and employee experience data based on a deeper understanding of real-life interactions and sentiment beyond just feedback surveys.

SaaS

SaaS Management Enterprise Strategic Value

Boosting the Strategic Value of Customer Interaction

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

Strategic Value Contact Center Call Center Customer Experience

Boosting the Strategic Value of Customer Interactions

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

Strategic Value Contact Center Call Center Customer Service

Contact center trends in 2025: Six key takeaways from the State of the Contact Center report

Calabrio

MARCH 25, 2025

Shirking concerns about AI-related growing pains, 83% of leaders believe that AI will enable 24/7 support across channelsand 79% say it will transform contact centers into strategic value drivers in the process. Channel preferences are evolving – omnichannel is key Customers arent only seeking fast experiences.

Contact Center

Contact Center Self service Strategic Value Metrics

Boosting the Strategic Value of Your Customer Service Operation

Brad Cleveland Blog

MARCH 5, 2018

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Strategic Value

Strategic Value Customer Service Contact Center Call Center

Boosting the Strategic Value of Your Customer Service Operation

Brad Cleveland Blog

APRIL 6, 2017

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Strategic Value

Strategic Value Customer Service Contact Center Call Center

Assessing Your Outsourcing Services Maturity

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.

outsourcing

outsourcing Healthcare Business Process Outsourcing Strategic Value

Boosting the Strategic Value of Your Customer Service Operation

Brad Cleveland Blog

APRIL 19, 2016

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Strategic Value

Strategic Value Customer Service Contact Center Call Center

Evolving employee engagement with Workforce Management (WFM)

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

Employee engagement Management Self service Strategic Value

Part 2: The Strategic Role of B2B Customer Support

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.

B2B

B2B Customer Support SaaS Strategic Value

Part 3: The Strategic Role of B2B Customer Support

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.

B2B

B2B Customer Support Strategic Value Customer retention

Boosting the Strategic Value of Your Customer Service Operation

Brad Cleveland Blog

APRIL 6, 2017

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Strategic Value

Strategic Value Customer Service Contact Center Call Center

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

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

Strategic Value Customer advocacy SaaS Customer Experience

The Contact Center’s Opportunity to Deliver Strategic Value

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

Strategic Value Contact Center Call Center Customer Experience

The Contact Center’s Opportunity to Deliver Strategic Value

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

Strategic Value Contact Center Call Center Customer Experience

Clarity in the Chaos: How Contact Centers Are Turning Data into Direction with Calabrio Insights

Calabrio

APRIL 23, 2025

79% said AI would transform the contact center from a cost center to a strategic value driver. When we recently asked global CX leaders what they expected AI to deliver in their contact centers, their answers were clear: 83% said AI would enable 24/7, omnichannel customer support.

Contact Center

Contact Center Coaching Schedule adherence Agent burnout

Mythbuster monthly: Customer Success Manager coverage ratio

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

Management Benchmark Strategic Value Metrics