Brad Cleveland Blog

JANUARY 12, 2023

The technologies powering today’s always-on world, along with fast-evolving customer expectations, are dramatically changing the nature of how products and services are provided and supported. Will the fundamentals … Continue reading → The post Will Contact Center Fundamentals Change?

Contact Center 26

Contact Center Customer Expectations Technology Call Center 26

NICE inContact

JULY 11, 2017

For a global, call center service provider with more than 3,000 employees across 12 facilities, it may sound like a bold statement. In a world where customer expectations and needs seem to change almost daily, how does a contact center stay one step ahead of it all? In search of agility and consistency.

Customer Expectations 48

Customer Expectations Innovation Contact Center Call Center 48

Upstream Works

NOVEMBER 22, 2022

Before the term “customer experience” (CX) became widely used in the industry, the contact center was focused on “customer service.” ” When customers needed service – whether a question, a complaint, or technical support – they reached out to the contact center.

Technology 78

Technology Contact Center Customer Service Social Media 78

TechSee

SEPTEMBER 20, 2018

A recorded call within a call center in Stockholm, Sweden. Agent: Thanks for calling Förenad TelCo*, how can I help you? Customer: Hi, I am having a problem…. Customer: I’m having a problem with my Internet. Yet, most companies and contact centers can’t afford to abandon AHT altogether.

Customer Centricity 104

Customer Centricity Contact Center Net Promoter Score Call Center 104

Brad Cleveland Blog

AUGUST 11, 2021

An important part of customer service leadership is understanding what customers want, and ensuring your delivery and experiences meet their expectations. But what do customers expect? How are those expectations changing?

Customer Expectations 29

Customer Expectations Leadership Customers Customer Service 29

Stella Connect

FEBRUARY 7, 2018

Even with all the right performance management pieces in place—robust call center training programs, regular QA reviews, and employee engagement initiatives—many customer service leaders can’t figure out how to crack the code. It’s a lack of transparency on the contact center floor.

Contact Center 49

Contact Center Feedback Management Call Center 49

Stella Connect

FEBRUARY 7, 2018

Even with all the right contact center performance management pieces in place—robust call center training programs, regular QA reviews, and employee engagement initiatives—many customer service leaders can’t figure out how to crack the code. It’s a lack of transparency on the contact center floor.

Contact Center 40

Contact Center Feedback Management Call Center 40

Brad Cleveland Blog

DECEMBER 13, 2018

One of the most critical — and difficult — aspects of managing a contact center is to provide services that satisfy changing consumer demands.

Contact Center 26

Contact Center Customer Expectations Management Consumers 26

Brad Cleveland Blog

AUGUST 11, 2021

An important part of customer service leadership is understanding what customers want, and ensuring your delivery and experiences meet their expectations. But what do customers expect? How are those expectations changing?

Customer Expectations 26

Customer Expectations Leadership Customers Customer Service 26

Talkdesk

OCTOBER 3, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. Five Trends That Will Make You Rethink the Contact Center Experience. In this session, Gadi and Todd cover five important contact center trends: 1. Customer Expectations Are Rising . “55%

Contact Center 40

Contact Center 2017 2009 Advertising 40

Brad Cleveland Blog

DECEMBER 13, 2018

One of the most critical — and difficult — aspects of managing a contact center is to provide services that satisfy changing consumer demands. Those who fall behind pay a brutal price: dissatisfied customers, insufficient support from the organization and low morale in the contact center.

Contact Center 20

Contact Center Customer Expectations Management Loyalty 20

Brad Cleveland Blog

DECEMBER 13, 2018

One of the most critical — and difficult — aspects of managing a contact center is to provide services that satisfy changing consumer demands. Those who fall behind pay a brutal price: dissatisfied customers, insufficient support from the organization and low morale in the contact center.

Contact Center 20

Contact Center Customer Expectations Management Loyalty 20

Brad Cleveland Blog

JANUARY 20, 2016

One of the most critical — and difficult — aspects of managing a contact center in coming months and years will be to provide services that satisfy changing consumer demands.

Contact Center 26

Contact Center Customer Expectations Management Consumers 26

VDS

JULY 20, 2020

Without a doubt, Covid-19 will leave an indelible impression on our planet, and it may even cause a paradigm shift for businesses and the way they meet their employees’ and customers’ expectations, especially regarding communication channels. Changing Expectations. This article will cover the following: · Business Continuity.

Contact Center 52

Contact Center 2022 Call Center Roadmap 52

Brad Cleveland Blog

JUNE 7, 2016

Erica Strother Marios with ICMI recently put together a slide show on ten key customer expectations (as described in Call Center Management on Fast Forward).

Customer Expectations 26

Customer Expectations Call Center Customers Management 26

Brad Cleveland Blog

FEBRUARY 28, 2019

New technologies are not passive — they are changing customer expectations, causing reallocations of resources, creating power shifts in organizations, and changing the responsibilities of agents and managers.

Contact Center 26

Contact Center Technology Management Customer Expectations 26

TechSee

DECEMBER 4, 2018

Our goal is to partner with innovative Tier-1 companies, by providing them with digital solutions that enable them to exceed their customers’ expectations. Vodafone Group plc is a multinational telecommunications conglomerate committed to customer service excellence. M annually. The Future.

Innovation 95

Innovation Telecommunications Customer Satisfaction Competitive Advantage 95

RapportBoost

DECEMBER 26, 2018

We had a great time speaking with host B ruce Belfiore right before the holidays about how to turn your contact center into a profit center. Bruce: Contact centers are under increasing pressure to become profit centers and leverage new channels of engaging customers. …And BenchmarkPortal’s CallTalk.

Contact Center 40

Contact Center Metrics Sales 2018 40

Brad Cleveland Blog

JUNE 7, 2016

Erica Strother Marios with ICMI recently put together a slide show on ten key customer expectations (as described in Call Center Management on Fast Forward). Take a minute to go through the slides at your next team meeting and discuss what your customers expect and how well you are meeting those expectations.

Customer Expectations 21

Customer Expectations Call Center Customers Management 21

Brad Cleveland Blog

MAY 10, 2016

The contact center profession has come a long way in recent years. Customer expectations are high, and for good reason. For the most part, contact centers have learned how to deliver.

Contact Center 26

Contact Center Management Customer Expectations Multi-Channel 26

Brad Cleveland Blog

JANUARY 20, 2016

One of the most critical — and difficult — aspects of managing a contact center in coming months and years will be to provide services that satisfy changing consumer demands. Those who fall behind will pay a brutal price: dissatisfied customers, insufficient support from the organization and low morale in the contact center.

Contact Center 20

Contact Center Customer Expectations Management Consumers 20

Brad Cleveland Blog

JANUARY 20, 2016

One of the most critical — and difficult — aspects of managing a contact center in coming months and years will be to provide services that satisfy changing consumer demands. Those who fall behind will pay a brutal price: dissatisfied customers, insufficient support from the organization and low morale in the contact center.

Contact Center 20

Contact Center Customer Expectations Management Consumers 20

Brad Cleveland Blog

JUNE 7, 2016

Erica Strother Marios with ICMI recently put together a slide show on ten key customer expectations (as described in Call Center Management on Fast Forward). Take a minute to go through the slides at your next team meeting and discuss what your customers expect and how well you are meeting those expectations.

Customer Expectations 20

Customer Expectations Call Center Customers Management 20

CSM Magazine

FEBRUARY 24, 2021

MetTel employees have been recognized for demonstrating superior billing-related customer service and going above and beyond for clients during the pandemic. This is the seventh consecutive year MetTel has won Stevie Awards for Customer Service. . ” MetTel CX Billing Analyst Far Exceeded Customer Expectations.

Customer Service 52

Customer Service Government Wireless Contact Center 52

UJET

JUNE 4, 2021

Ready to modernize your own contact center? But for businesses that rely on customer service and experience as a competitive advantage, COVID-19 has underscored the need for digital transformation frameworks that can definitively help these complex changes succeed. Choose the Right Leadership. Set Transformative Goals.

Contact Center 121

Contact Center Roadmap Leadership Competitive Advantage 121

Brad Cleveland Blog

OCTOBER 26, 2018

The post How to Meet Changing Customer Expectations appeared first on Brad Cleveland.

Customer Expectations 26

Customer Expectations Customers Contact Center Call Center 26

Brad Cleveland Blog

FEBRUARY 28, 2019

New technologies are not passive — they are changing customer expectations, causing reallocations of resources, creating power shifts in organizations, and changing the responsibilities of agents and managers.

Contact Center 20

Contact Center Technology Management Customer Expectations 20

Brad Cleveland Blog

FEBRUARY 28, 2019

New technologies are not passive — they are changing customer expectations, causing reallocations of resources, creating power shifts in organizations, and changing the responsibilities of agents and managers.

Contact Center 20

Contact Center Technology Management Customer Expectations 20

Brad Cleveland Blog

AUGUST 9, 2017

How do you make the most of changing customer expectations and ensure that they are being built into your plans and direction?

Customer Expectations 26

Customer Expectations Customers Management Call Center 26

Brad Cleveland Blog

MARCH 10, 2016

New technologies are not passive — they are changing customer expectations, causing reallocations of resources, creating power shifts in organizations, and changing the responsibilities of agents and managers.

Contact Center 26

Contact Center Technology Management Customer Expectations 26

Brad Cleveland Blog

AUGUST 9, 2017

How do you make the most of changing customer expectations and ensure that they are being built into your plans and direction? The following are some important rules of the road: First, ensure that your management team thoroughly understands the 10 basic customer expectations. Post them prominently.

Customer Expectations 25

Customer Expectations Customers Management Call Center 25

Brad Cleveland Blog

MAY 10, 2016

The contact center profession has come a long way in recent years. Customer expectations are high, and for good reason. For the most part, contact centers have learned how to deliver. Collectively, they have invested billions in equipment, networks and software.

Contact Center 21

Contact Center Management Customer Expectations Multi-Channel 21

Brad Cleveland Blog

MAY 10, 2016

The contact center profession has come a long way in recent years. Customer expectations are high, and for good reason. For the most part, contact centers have learned how to deliver. Collectively, they have invested billions in equipment, networks and software.

Contact Center 20

Contact Center Management Customer Expectations Multi-Channel 20

Brad Cleveland Blog

AUGUST 9, 2017

How do you make the most of changing customer expectations and ensure that they are being built into your plans and direction? The following are some important rules of the road: First, ensure that your management team thoroughly understands the 10 basic customer expectations. Post them prominently.

Customer Expectations 20

Customer Expectations Customers Management Call Center 20

Brad Cleveland Blog

SEPTEMBER 30, 2016

How do you make the most of changing customer expectations and ensure that they are being built into your plans and direction?

Customer Expectations 26

Customer Expectations Customers Management Call Center 26

Kustomer

SEPTEMBER 2, 2020

A platform that brings all the data about a customer into one place helps customer service agents understand the context of a customer’s conversations and helps them deliver more efficient, proactive and relevant service. I think that one of the downfalls to old school ticketing systems is that it’s no longer about people.

Omnichannel 52

Omnichannel E Commerce E-support Events 52

Brad Cleveland Blog

APRIL 3, 2024

Understanding what customers want is essential to building an effective customer service strategy. In turn, effective strategy will help you meet or exceed those expectations. Customer expectations evolve and sometimes that happens very quickly.

Customer Service Strategies 55

Customer Service Strategies Customer Expectations Customers Customer Service 55