Brad Cleveland Blog

DECEMBER 1, 2023

Megan Jones, Editor at Call Centre Helper, recently interviewed me to discuss the habits every leader should adopt to succeed in planning ahead.

Contact Center 26

Contact Center Article Multi-Channel Call Center 26

Brad Cleveland Blog

JULY 22, 2022

What’s the influence of the processes in which they’re … Continue reading → The post Measuring Individual Performance in a Customer Contact Center? Are they truly within an individual’s control? appeared first on Brad Cleveland.

Contact Center 46

Contact Center Measurement Customers Call Center 46

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

Myra Golden

APRIL 10, 2017

George jumped at the chance to get out of the call center and sit in on a meeting with managers and directors. He had so many creative ideas for how to help our company build and strengthen customer relationships. Here are 3 things being an overwhelmed manager taught me about motivating my call center employees.

Call Center 73

Call Center Management Leadership Customer Service Representative 73

Brad Cleveland Blog

OCTOBER 27, 2023

Our organizations, our customers, our employees are counting on us. As you embark on new (or renewed) efforts toward improved customer experience, let me suggest a few questions to ponder: … Continue reading → The post CX Leadership: 3 Questions to Ask Yourself appeared first on Brad Cleveland.

Leadership 46

Leadership Customer Experience Contact Center Call Center 46

Brad Cleveland Blog

JUNE 1, 2023

The following are excerpts from the transcript of Brad’s recent keynote address to Contact Center Expo, hosted by ICMI, the International Customer Management Institute, May 16 and 17, 2023. Hi everyone. Thanks so much for joining us.

Contact Center 26

Contact Center 2023 Management Multi-Channel 26

Brad Cleveland Blog

JUNE 1, 2023

The following are excerpts from the transcript of Brad’s recent keynote address to Contact Center Expo, hosted by ICMI, the International Customer Management Institute, May 16 and 17, 2023. Hi everyone. Thanks so much for joining us.

Contact Center 26

Contact Center 2023 Management Multi-Channel 26

Brad Cleveland Blog

JULY 29, 2022

With the current economic challenges, many organizations are likely to look for ways to control costs as they serve customers. But the wrong approach can backfire in the form of new and/or hidden … Continue reading → The post Controlling Contact Center Costs—the Right Way? Done right, these efforts can be successful.

Contact Center 29

Contact Center Call Center Customer Relationships Customers 29

Brad Cleveland Blog

JULY 21, 2023

But, as many leaders have learned (some the hard … Continue reading → The post Engaging Your Team: Leadership Principles for Lasting Success appeared first on Brad Cleveland. Success depends on creating an engaging environment and bringing out the best in everyone who is part of it.

Leadership 39

Leadership Engagement Contact Center Call Center 39

Brad Cleveland Blog

APRIL 28, 2022

Products include control systems for lighting, ceiling fans, shading and others, which can be controlled from smartphones, voice assistants (such as … Continue reading → The post From Contact Center to “Insight Center” appeared first on Brad Cleveland.

Contact Center 26

Contact Center Insights Connections Marketing 26

Brad Cleveland Blog

APRIL 28, 2022

Matt Dixon, advisor and co-author of The Effortless Experience, and Tim Donchez, Continuous Improvement Director at … The post From Contact Center to “Insight Center” first appeared on Brad Cleveland.

Contact Center 26

Contact Center Insights Connections Marketing 26

Brad Cleveland Blog

SEPTEMBER 9, 2022

An essential part of customer service leadership is understanding what customers want. But what do they expect? And how are those expectations changing?

Customer Expectations 45

Customer Expectations Leadership Customer Service Customers 45

Beyond Philosophy

OCTOBER 21, 2021

We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. Having managed over 3,500 people in contact centers in my previous career, I was sympathetic of organizations at the start of the pandemic.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

Brad Cleveland Blog

SEPTEMBER 19, 2019

Recently, I was reminded of this brief interview that I recorded with Jim Rembach of Call Center Coach. I hope the video helps you consider how to prepare … Continue reading → The post Contact Center Future Shock: Channels May Become Part of Our Past appeared first on Brad Cleveland.

Contact Center 26

Contact Center Call Center Multi-Channel Customer Relationships 26

Brad Cleveland Blog

OCTOBER 27, 2023

Our organizations, our customers, our employees are counting on us. As you embark on new (or renewed) efforts toward improved customer experience, let me suggest a few questions to ponder: … Continue reading → The post CX Leadership: 3 Questions to Ask Yourself appeared first on Brad Cleveland.

Leadership 26

Leadership Customer Experience Contact Center Call Center 26

Brad Cleveland Blog

JUNE 28, 2018

While meeting with Jim Rembach of Call Center Coach at ICMI’s Contact Center Expo in Orlando, we discussed how channels are likely to be approached in the future.

Contact Center 26

Contact Center Call Center Multi-Channel Customer Relationships 26

Brad Cleveland Blog

JULY 21, 2023

But, as many leaders have learned (some the hard … Continue reading → The post Engaging Your Team: Leadership Principles for Lasting Success appeared first on Brad Cleveland. Success depends on creating an engaging environment and bringing out the best in everyone who is part of it.

Leadership 26

Leadership Engagement Contact Center Call Center 26

BlueOcean

APRIL 15, 2019

The trend of personalized customer experience has since transformed almost every industry as we know it. From the retail experience to social media connections to issue resolution via the contact center, customers want their individual needs known and reflected in the interactions, services, and products they pay for.

Customer Care 189

Customer Care Social Media Contact Center 2019 189

Brad Cleveland Blog

APRIL 22, 2021

Build the skills, knowledge and leadership in your team to make it all happen. Success depends on creating an engaging environment and bringing out the best in everyone who … The post Principle #7: Skills, Knowledge and Leadership Make the Difference first appeared on Brad Cleveland.

Leadership 42

Leadership Culture Engagement Contact Center 42

Brad Cleveland Blog

SEPTEMBER 9, 2022

An essential part of customer service leadership is understanding what customers want. But what do they expect? And how are those expectations changing?

Customer Expectations 26

Customer Expectations Leadership Customer Service Customers 26

Brad Cleveland Blog

JULY 8, 2021

Learn more about two common and effective lenses to use when approaching innovation in this video from my LinkedIn Learning course “Customer Service … The post Harness innovation to deepen customer relationships first appeared on Brad Cleveland.

Customer Relationships 32

Customer Relationships Innovation Customer Service Strategies Customers 32

Brad Cleveland Blog

OCTOBER 23, 2019

It’s hard to believe that Contact Center Management on Fast Forward is in its fourth edition. It is a testimony to the strategic importance of contact centers to organizations of virtually any type.

Contact Center 26

Contact Center Management Call Center Customer Relationships 26

Brad Cleveland Blog

JULY 10, 2020

We discussed … Continue reading → The post How to Balance Service and Cost in the Contact Center appeared first on Brad Cleveland. The interview touched on a variety of topics, but was focused on issues around staffing and scheduling.

Contact Center 26

Contact Center Consulting Customer Service 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.

Contact Center 50

Contact Center Customer Satisfaction Loyalty Call Center 50

Brad Cleveland Blog

JULY 8, 2021

How do you keep day-to-day operations and every decision aligned with your customer service vision? Learn more about … Continue reading → The post Harness innovation to deepen customer relationships appeared first on Brad Cleveland.

Customer Relationships 26

Customer Relationships Innovation Customer Service Strategies Customers 26

Brad Cleveland Blog

OCTOBER 3, 2017

Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Have evolving customer expectations, social communities, new channels and other developments changed the fundamentals?

Customer Relationships 40

Customer Relationships Customer Expectations Customers Contact Center 40

Brad Cleveland Blog

OCTOBER 23, 2019

It’s hard to believe that Contact Center Management on Fast Forward is in its fourth edition. It is a testimony to the strategic importance of contact centers to organizations of virtually any type. If you’ve read any …

Contact Center 20

Contact Center Management Connections Call Center 20

Brad Cleveland Blog

OCTOBER 23, 2019

It’s hard to believe that Contact Center Management on Fast Forward is in its fourth edition. It is a testimony to the strategic importance of contact centers to organizations of virtually any type. If you’ve read any …

Contact Center 20

Contact Center Management Connections Call Center 20

Brad Cleveland Blog

APRIL 22, 2021

Build the skills, knowledge and leadership in your team to make it all happen. Organizations are made up of people with … Continue reading → The post Principle #7: Skills, Knowledge and Leadership Make the Difference appeared first on Brad Cleveland. What’s the real secret to improving performance?

Leadership 26

Leadership Culture Contact Center Call Center 26

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

OCTOBER 1, 2019

Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Lately, I’ve been asked, are these principles less important?

Customer Relationships 26

Customer Relationships Customer Expectations Customers Contact Center 26

Brad Cleveland Blog

OCTOBER 12, 2023

Recently, I was interviewed by Ziptone, the online resource for customer contact professionals in the Netherlands. It was a pleasure to talk with them about developments in customer experience, customer service and contact centers.

Contact Center 49

Contact Center Customer Service Customer Experience Call Center 49

Brad Cleveland Blog

OCTOBER 1, 2019

Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Have evolving customer expectations, social communities, new channels and other developments changed the fundamentals?

Customer Relationships 27

Customer Relationships Customer Expectations Customers Contact Center 27

Brad Cleveland Blog

SEPTEMBER 14, 2018

Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Lately, I’ve been asked, are these principles less important?

Customer Relationships 26

Customer Relationships Customer Expectations Customers Contact Center 26

Brad Cleveland Blog

JULY 10, 2020

Back in December, I had the pleasure of being interviewed by Jeff Toister, a customer service consultant based in San Diego. The interview touched on a variety of topics, but was focused on issues around staffing and scheduling. We discussed how offering great service typically saves money, something that may be counterintuitive to many.

Contact Center 36

Contact Center Consulting Customer Service Call Center 36

Brad Cleveland Blog

MAY 18, 2017

The post 3 Ways the Contact Center Contributes to Customer Experience appeared first on Brad Cleveland.

Contact Center 26

Contact Center Customer Experience Customers Call Center 26

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