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 29

Strategic Value Customer Service Metrics Contact Center 29

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

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 26

Strategic Value Contact Center Call Center Customer Experience 26

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 32

Strategic Value Customer Service Customer Experience Contact Center 32

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

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

APRIL 6, 2017

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. That, in turn, is what will get you the support you need from colleagues across the organization.

Strategic Value 25

Strategic Value Contact Center Call Center Customer Experience 25

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

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 26

Strategic Value Customer Service Customer Experience Contact Center 26

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

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

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 Strategic Value Metrics Enterprise 98

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

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 130

outsourcing Healthcare Business Process Outsourcing Strategic Value 130

Brad Cleveland Blog

MARCH 5, 2018

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Strategic Value 26

Strategic Value Customer Service Contact Center Call Center 26

Brad Cleveland Blog

APRIL 6, 2017

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Strategic Value 23

Strategic Value Customer Service Contact Center Call Center 23

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

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 109

Chatbots Self service Strategic Value Accountability 109

Brad Cleveland Blog

APRIL 19, 2016

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Strategic Value 23

Strategic Value Customer Service Contact Center Call Center 23

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 81

B2B Customer Support SaaS Strategic Value 81

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 89

B2B Customer Support Strategic Value Customer retention 89

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 SaaS Customer Experience 59

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

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

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 Metrics 98

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

APRIL 19, 2016

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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

SEPTEMBER 16, 2014

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Strategic Value 20

Strategic Value Customer Service Contact Center Call Center 20

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 Strategic Value Metrics Enterprise 59

ClearAction

MAY 29, 2016

Leading customer experience excellence is a tremendous opportunity for Marketing’s strategic value. The common threads across value creation and delivery expected by customers are: right the first time, path of least resistance, increase value in helping them move forward in their life or business.

Marketing 97

Marketing Customer Experience Chief Customer Officer Calibration 97

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.

B2B 64

B2B Customer Support Strategic Value Coaching 64