NobelBiz

JULY 31, 2023

Call queueing is the heart of modern customer communication, orchestrating a well-organized waiting system that ensures no customer is left unheard. As we delve into the fundamentals, you’ll discover how call queuing empowers businesses to build lasting customer relationships and cultivate a reputation of unparalleled service.

Communication 52

Communication Call Center Wait Times Contact Center Software 52

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 Management Multi-Channel Customer relationships 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 Management Multi-Channel Customer relationships 26

Brad Cleveland Blog

SEPTEMBER 19, 2019

Recently, I was reminded of this brief interview that I recorded with Jim Rembach of Call Center Coach. We discussed how channels are likely to be approached in the future.

Contact Center 26

Contact Center Call Center Video Multi-Channel 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 Video Meeting 26

Brad Cleveland Blog

FEBRUARY 14, 2019

Contact centers that consistently get the best results view the operation as a total process. This viewpoint takes many forms: Ensure that everyone in the contact center, and those with key supporting roles outside the center, have a basic understanding of how contact centers operate.

Contact Center 20

Contact Center Management Multi-Channel Call Center 20

Brad Cleveland Blog

FEBRUARY 14, 2019

Contact centers that consistently get the best results view the operation as a total process. This viewpoint takes many forms: Ensure that everyone in the contact center, and those with key supporting roles outside the center, have a basic understanding of how contact centers operate.

Contact Center 20

Contact Center Management Multi-Channel Call Center 20

Brad Cleveland Blog

MAY 10, 2016

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

Contact Center 26

Contact Center Management Customer Expectations Multi-Channel 26

NobelBiz

JULY 25, 2023

Diving Deep into Call Centers Customer Interaction analytics serves as the heartbeat of modern call centers. Customer Interaction Analytics also serves as a tool used by supervisors to analyze what interactions the team is having and to determine the most successful communication channels for a given campaign.

Interaction 98

Interaction Analytics Call Center Contact Center 98

Brad Cleveland Blog

MAY 10, 2016

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

Contact Center 21

Contact Center Management Software Training 21

Brad Cleveland Blog

SEPTEMBER 27, 2016

Effective leadership requires a multifaceted approach, and a few important recommendations come to mind: Keep your eyes on the prize. The … Continue reading → The post New Technology: Leadership Is Essential appeared first on Brad Cleveland.

Leadership 26

Leadership Technology Multi-Channel Call Center 26

Brad Cleveland Blog

MAY 10, 2016

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

Contact Center 20

Contact Center Management Software Training 20

Brad Cleveland Blog

SEPTEMBER 27, 2016

Effective leadership requires a multifaceted approach, and a few important recommendations come to mind: Keep your eyes on the prize. New technologies are not passive — to get good results, they must be implemented with foresight and good planning.

Leadership 20

Leadership Technology Government Multi-Channel 20

Brad Cleveland Blog

SEPTEMBER 27, 2016

Effective leadership requires a multifaceted approach, and a few important recommendations come to mind: Keep your eyes on the prize. New technologies are not passive — to get good results, they must be implemented with foresight and good planning.

Leadership 20

Leadership Technology Government Multi-Channel 20

ijgolding

MARCH 22, 2017

The customer has always been at the heart of every business, be it a street vendor selling hot dogs or a multi-national firm selling a wide range of products. Multi-national food & beverage corporations like The Coca-Cola Co. Many of them have outsourced contact center operations and some have maintained in-house customer support.

Omni-Channel 204

Omni-Channel Customer Experience Multi-Channel e-support 204

Brad Cleveland Blog

SEPTEMBER 19, 2019

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Contact Center 26

Contact Center Multi-Channel Customer relationships Call Center 26

Customer Bliss

JULY 19, 2018

In today’s lively chat with Sue, we talk about her customer service experience and leadership that paved the way for her success in transforming the CX culture at Newegg, a multi-billion dollar company that has been customer-focused since its inception. Customer Experience Leadership Means Being a Team Player.

Customer Focused 129

Customer Focused Multi-Channel How To e-support 129

SurveySensum

JULY 14, 2020

Multi-Award Winner, Nandkishor Tripathi is a Market Research Operations and CX Methodology Specialist with over 16 years of proven track record in delivering customer experience at the highest levels. She has carved a successful career in both customer service and CX leadership across Financial Services and Telcos. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Brad Cleveland Blog

AUGUST 22, 2017

Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels.

Self Service 26

Self Service Contact Center Examples Multi-Channel 26

Brad Cleveland Blog

SEPTEMBER 19, 2019

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Contact Center 20

Contact Center Multi-Channel Customer relationships Call Center 20

Brad Cleveland Blog

AUGUST 22, 2017

Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels. Further — and paradoxically — providing agent assistance when …

Self Service 22

Self Service Contact Center Examples Multi-Channel 22

Brad Cleveland Blog

JUNE 28, 2018

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Contact Center 20

Contact Center Multi-Channel Call Center Customer relationships 20

Brad Cleveland Blog

JUNE 28, 2018

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Contact Center 20

Contact Center Multi-Channel Call Center Customer relationships 20

Kustomer

NOVEMBER 25, 2021

This was a multi-year, probably 10 year plus research effort. And I think we kind of, at one point we just felt like we had enough for a book, and we pulled up and published the book, but the HBR article in 2010 was called Stop Trying to Delight Your Customers. The first one was what we call a channel stickiness.

Customer Service 98

Customer Service Effort Score Self Service Customers 98

Brad Cleveland Blog

AUGUST 22, 2017

Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels. Further — and paradoxically — providing agent assistance when …

Self Service 20

Self Service Contact Center Examples Multi-Channel 20

Brad Cleveland Blog

SEPTEMBER 21, 2016

Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels. Further — and paradoxically — providing agent assistance when …

Self Service 21

Self Service Contact Center Examples Multi-Channel 21

Brad Cleveland Blog

SEPTEMBER 29, 2023

When jumping into artificial intelligence, many organizations inventory what they’re doing now and look for opportunities to automate. This fixed-pie thinking can be limiting out of the gate. Let’s take a look at leveraging your AI-powered customer support strategy.

Strategy 52

Strategy How To Customers Multi-Channel 52

Brad Cleveland Blog

SEPTEMBER 21, 2016

Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels. Further — and paradoxically — providing agent assistance when …

Self Service 20

Self Service Contact Center Examples Multi-Channel 20

Brad Cleveland Blog

SEPTEMBER 21, 2016

Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels.

Self Service 26

Self Service Contact Center Examples Multi-Channel 26

Brad Cleveland Blog

AUGUST 31, 2023

AI is dramatically transforming customer service. The opportunities – and risks – are unprecedented. As we leap into the future, literally by the day, how do you ensure your organization is keeping up?

Customer Service 52

Customer Service Customers Multi-Channel Contact Center 52

Brad Cleveland Blog

OCTOBER 20, 2015

Customer experience is not a program, a department, a contact center, self-service capability, or CRM system—it’s much more. It’s an ecosystem, comprised of many components that must seamlessly work together.

Self Service 26

Self Service Customer Service Contact Center CRM 26

Kustomer

MARCH 12, 2020

First is channel stickiness. They want to be in control and you want them to keep using your digital channels. Simple communication that customers can easily understand themselves will help them stick to your self-serve channels. This was a multi-year, probably 10 year plus research effort. Consumers want to self-serve.

Effort Score 52

Effort Score Self Service Customers Multi-Channel 52

Brad Cleveland Blog

SEPTEMBER 29, 2023

When jumping into artificial intelligence, many organizations inventory what they’re doing now and look for opportunities to automate. This fixed-pie thinking can be limiting out of the gate. Let’s take a look at leveraging your AI-powered customer support strategy.

Strategy 26

Strategy How To Customers Multi-Channel 26

Brad Cleveland Blog

AUGUST 31, 2023

AI is dramatically transforming customer service. The opportunities – and risks – are unprecedented. As we leap into the future, literally by the day, how do you ensure your organization is keeping up?

Customer Service 26

Customer Service Customers Multi-Channel Contact Center 26

Brad Cleveland Blog

JANUARY 24, 2023

Bill Price is a longtime friend and industry colleague in the customer service space. Bill was Amazon’s first global vice president of customer service and is the founder and president of the consulting firm Driva Solutions.

Consulting 29

Consulting Customer Service Industry Multi-Channel 29

Brad Cleveland Blog

JANUARY 24, 2023

Bill Price is a longtime friend and industry colleague in the customer service space. Bill was Amazon’s first global vice president of customer service and is the founder and president of the consulting firm Driva Solutions.

Consulting 26

Consulting Customer Service Industry Multi-Channel 26

Experience Matters

APRIL 7, 2015

Clarabridge connects to all sources of customer feedback, including ratings and reviews , chat , both Clarabridge-generated and third-party surveys , blogs and forums , emails , call centers , social media , and voice recordings. In today’s Omni channel world, companies often struggle to deliver a seamless customer experience.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120