Brad Cleveland Blog

JANUARY 15, 2021

Developing strategies shouldn’t be an overly academic or formal exercise, with the result being a … Continue reading → The post Customer Service Strategy: Avoid Common Pitfalls appeared first on Brad Cleveland. .” He makes a great point.

Customer Service Strategies 26

Customer Service Strategies Customer Service Airlines Customers 26

Myra Golden

APRIL 11, 2023

A whopping one-third of contact centers have laid off employees in the last 12 months, reducing their headcount by about 33%. Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. But how can they achieve this?

Contact Center 52

Contact Center Average Handle Time Exceptional Customer Service Webinar 52

Magellan Solutions

AUGUST 23, 2021

What is Autonomous Omnichannel Services? An omnichannel contact center is a customer service strategy that allows customers to communicate with businesses via their preferred method of communication. The use of an omnichannel contact center is beneficial to both businesses and customers.

Omnichannel 52

Omnichannel Call Center Contact Center 2013 52

Lumoa

FEBRUARY 7, 2023

With all relationships, taking the time to listen is crucial to its success. Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. But listening isn’t always that easy.

Customer Centricity 169

Customer Centricity Voice of Customer Social Media NPS 169

NICE inContact

SEPTEMBER 25, 2019

By unifying channels onto one platform, the team is now able to work more effectively and safely, while gaining a holistic view of how customers interact online. Insights Reports identify trending topics and common customer pain points and use data to execute T-Mobile’s social customer service strategy.

Customer Service 55

Customer Service Social Media Contact Center Innovation 55

TechSee

OCTOBER 9, 2018

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. Know your customer. The key to reaching this powerful demographic is by understanding that technology is central to their being. Personalization.

Customer Service 359

Customer Service Virtual Agent Social Media Multi-Channel 359

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

Kustomer

APRIL 13, 2022

This can complicate the customer support process, but it also has its advantages, allowing you to seek customer feedback. . There are also many valuable tools at your disposal that you can use to build a strong customer service strategy. CRM software connects customer service with sales and marketing.

Customer Service 94

Customer Service Omnichannel Social Media Document 94

ShepHyken

APRIL 28, 2017

This makes it easy for an agent to form a connection with a customer and treat them like the individual they are. Do this time after time, and you’re now forming a relationship. The right contact center technology for a SCV. Ultimately, achieving a single customer view will require researching and studying your customers.

Blog 91

Blog Customer Service Contact Center Customers 91

Playvox

MAY 4, 2023

Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions. What Is A Digital Contact Center? Is your contact center omnichannel?

Contact Center 52

Contact Center Customer Expectations Omnichannel Average Handle Time 52

Bold360

JANUARY 25, 2018

Most businesses know that a surefire way to be a market differentiator is to provide excellent customer service. Giving agents the information they need quickly, at their fingertips enables them to continue building and nurturing these valuable customer relationships.

Customer Service 40

Customer Service Contact Center Social Media Loyalty 40

ShepHyken

MARCH 5, 2018

The Secret Lives Of Contact Center Agents by Sally Mellinger. Sharpen) Tucked away in a hidden corner of the internet, exists a forum that exposes what it’s really like to be a contact center agent.

Article 81

Article 2018 Customer Service Loyalty Programs 81

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 26

Customer Service Strategies Customer Expectations Customers Customer Service 26

Integrity Solutions

SEPTEMBER 28, 2023

When you add real value through problem solving, asking questions and continually presenting new ideas and insights, your customers will view you as a trusted advisor and partner, not just a vendor. Most importantly, they always keep the human element of customer service at the forefront.

Customer Service Training 110

Customer Service Training Customer Service Contact Center Culture 110

Think Customers

OCTOBER 28, 2020

Prioritize the customer experience by automating redundant tasks with AI-powered bots to allow agents to focus on complex issues and build customer relationships. Programing bots to collect basic information from customers to share with the associate also helps deliver faster and better support, with less effort.

Financial 52

Financial Insurance Banking 2013 52

Talkdesk

AUGUST 9, 2016

Self-service customer support has been a major part of the recent transformation of the company-customer relationship. The modern customer expects a personalized experience when they reach out to businesses. For this reason, many forward-thinking businesses are investing in omnichannel customer service strategies.

Omnichannel 40

Omnichannel B2C Customer Service Representative Contact Center 40

Think Customers

OCTOBER 11, 2021

The contact center industry is driven by customer experiences that are easy, difficult, joyful, stressful and everything in between. It’s incredibly important to take these everyday interactions from associates and customers and quantify them in a tangible way. Be agile when uncovering reasons for customer churn.

Contact Center 52

Contact Center NPS Metrics Net Promoter Score 52

Brad Cleveland Blog

MAY 26, 2022

When developing an effective customer service strategy, you will need to include how to build the right skills, knowledge, and leaders. I’ve found in many cases those working on strategy will either under or overestimate the level of effort required by the people step.

Customer Service Strategies 26

Customer Service Strategies Customer Service Contact Center Call Center 26

Brad Cleveland Blog

MAY 26, 2022

When developing an effective customer service strategy, you will need to include how to build the right skills, knowledge, and leaders.

Customer Service Strategies 26

Customer Service Strategies Customer Service Contact Center Call Center 26

Brad Cleveland Blog

MARCH 6, 2013

Where are organizations in providing mobile customer service? According to a recent ICMI (International Customer Management Institute) study of contact center professionals, only 25% of companies currently have a mobile customer service strategy in place, while 33% are in the planning stages.

Mobile Customer Service 20

Mobile Customer Service Customer Service Contact Center Customer Service Strategies 20

Brad Cleveland Blog

MARCH 6, 2013

Where are organizations in providing mobile customer service? According to a recent ICMI (International Customer Management Institute) study of contact center professionals, only 25% of companies currently have a mobile customer service strategy in place, while 33% are in the planning stages.

Mobile Customer Service 20

Mobile Customer Service Customer Service Contact Center Customer Service Strategies 20

Brad Cleveland Blog

AUGUST 9, 2013

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Customer Relationships 20

Customer Relationships Customers Call Center Contact Center 20

Brad Cleveland Blog

AUGUST 9, 2013

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Customer Relationships 20

Customer Relationships Customers Call Center Contact Center 20

Tricia Morris

JANUARY 29, 2016

Of course I am referring to their expertise and engagement with the game Minecraft – a game that, once you overcome the lack of impressive graphics and a tad bit of motion sickness, will teach you all you need to know about the most disruptive and transformative shift of control in managing, maintaining, and maturing customer relationships, ever.

Customer Engagement 71

Customer Engagement Engagement Travel Innovation 71

Brad Cleveland Blog

OCTOBER 9, 2012

Brad identifies what leaders should know about contact centers, and provides tips for acquiring this understanding. Brad identifies what leaders should know about contact centers, and provides tips for acquiring this understanding.

Call Center 20

Call Center Contact Center Customer Service Strategies Customer Relationships 20

Brad Cleveland Blog

OCTOBER 9, 2012

Brad identifies what leaders should know about contact centers, and provides tips for acquiring this understanding. Brad identifies what leaders should know about contact centers, and provides tips for acquiring this understanding.

Call Center 20

Call Center Contact Center Customer Service Strategies Customer Relationships 20

Kustomer

OCTOBER 25, 2022

Omnichannel customer service grants agents the ability to easily loop in others, drive stronger, more meaningful customer engagement, increase revenue streams and improve operational performance. With an omnichannel support strategy, agent collision never occurs. How Omnichannel Support Elevates Your Service.

Omnichannel 98

Omnichannel Social Media Customer Centricity Customer Service Strategies 98

ShepHyken

JANUARY 20, 2017

How exactly can good customer service improve your business? By providing your customers with excellent customer service, you will improve their experience with your brand, which will help you build strong customer relationships and, consequently, good reputation and a strong brand.

Blog 86

Blog Contact Center Communication Brands 86

Storyminers

JULY 6, 2020

Jeremy has more than 19 years of experience as a customer service professional leading high performing teams in the contact center. She is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Jeremy has more than 19 years of experience as a customer service professional leading high performing teams in the contact center. She is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Brad Cleveland Blog

JULY 1, 2012

Brad discusses steps you can take to ensure that your customers understand the access alternatives available to them. Brad discusses steps you can take to ensure that your customers understand the access alternatives available to them.

Customers 20

Customers Call Center Contact Center Customer Service Strategies 20

Brad Cleveland Blog

JULY 1, 2012

Brad discusses steps you can take to ensure that your customers understand the access alternatives available to them. Brad discusses steps you can take to ensure that your customers understand the access alternatives available to them.

Customers 20

Customers Call Center Contact Center Customer Service Strategies 20

Brad Cleveland Blog

JUNE 23, 2012

Brad tells the story of how he got started and how important his mentors were to him. “So many people come from so many different backgrounds” in this profession. Brad tells the story of how he got started and how important his mentors were to him. “So So many people come from so many different backgrounds” in this profession.

Contact Center 20

Contact Center Call Center Customer Service Strategies Customer Relationships 20

Brad Cleveland Blog

JUNE 23, 2012

Brad tells the story of how he got started and how important his mentors were to him. “So many people come from so many different backgrounds” in this profession. Brad tells the story of how he got started and how important his mentors were to him. "So So many people come from so many different backgrounds" in this profession.

Contact Center 20

Contact Center Call Center Customer Service Strategies Customer Relationships 20

Brad Cleveland Blog

JUNE 15, 2012

In this podcast, Brad shares his reasons for believing it’s a new era in customer service. In this podcast, Brad shares his reasons for believing it’s a new era in customer service.

Customer Service 20

Customer Service Customers Contact Center Call Center 20

Brad Cleveland Blog

JUNE 15, 2012

In this podcast, Brad shares his reasons for believing it’s a new era in customer service. In this podcast, Brad shares his reasons for believing it's a new era in customer service.

Customer Service 20

Customer Service Customers Contact Center Call Center 20

Brad Cleveland Blog

JULY 19, 2013

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Social Media 20

Social Media Call Center Contact Center Customer Service Strategies 20