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 51

Leadership Customer Experience Contact Center Customer relationships 51

Myra Golden

APRIL 10, 2017

George was a bright, energetic, proactive frontline customer service representative. At 2:30 I have a customer loyalty task force meeting. George jumped at the chance to get out of the call center and sit in on a meeting with managers and directors. I held monthly staff meetings with my call center. (I

Call Center 73

Call Center Management Exercises Meeting 73

NobelBiz

NOVEMBER 13, 2023

According to Forbes : 97% of consumers and 98% of contact center managers say customer service interactions impact whether consumers stay loyal to a brand. 61% of consumers will pay at least 5% more if they know they’ll get a good customer experience. Call center recording. Monitoring calls.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

Steve DiGioia

OCTOBER 8, 2015

Guest Post by Tal Schnall - Leadership and Customer Service Mentor This original article was written by Steve DiGioia. With 20 years of hospitality experience he writes about what ‘true leaders’ can do to provide great customer service. The answer is leadership! Thanks Tal. Click To Tweet.

Customer Service 100

Customer Service Hotels Leadership Culture 100

NobelBiz

NOVEMBER 16, 2021

This ability enables you to comprehend emotions and how to use them in order to nurture good customer relationships. Although it is still simply a “beautiful notion” for far too many businesses and contact centers. How to develop Conscious Leadership? Mentoring, coaching, and staff development may all make a difference.

Contact Center 52

Contact Center Leadership Self Service Contact Center Software 52

NobelBiz

APRIL 2, 2024

In this comprehensive article, we’ll explore the world of Enterprise Contact Center Solutions, learning about key features, top providers, types, on boarding processes and more. Another key benefit of WFM is its ability to match agent availability to customer demand accurately.

Contact Center 105

Contact Center Self Service Omni-Channel CRM 105

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 45

Leadership Engagement Contact Center Call Center 45

Brad Cleveland Blog

JULY 8, 2021

When developing a customer service strategy, the final step is to innovate and align. How do you keep day-to-day operations and every decision aligned with your customer service vision? Where are the opportunities to get even better?

Customer relationships 32

Customer relationships Innovation Customer Service Strategies Video 32

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 Customer relationships 26

ProProfs Chat

MAY 21, 2020

According to a study by Microsoft, 56% of people around the world have stopped doing business with a company because of poor customer service experience. However, it also indicates that a lot depends on the kind of customer service operators you hire for your business. What is a Customer Service Job?

Customer Service Representative 111

Customer Service Representative Customer Service How To Communication 111

Brad Cleveland Blog

JULY 8, 2021

When developing a customer service strategy, the final step is to innovate and align. How do you keep day-to-day operations and every decision aligned with your customer service vision? Where are the opportunities to get even better?

Customer relationships 26

Customer relationships Innovation Customer Service Strategies Customers 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

Brad Cleveland Blog

NOVEMBER 3, 2023

Understanding the value of customer service and how to quantify that value has never been so important. And that’s true for any organization and for anyone leading customer service teams or projects.

ROI 52

ROI Customer Service Return on Investment Customers 52

Brad Cleveland Blog

MARCH 15, 2024

In … Continue reading → The post The Enablers: 3 Essentials for High-Quality Customer Service appeared first on Brad Cleveland. Establish the right quality standards for your organization, and you’ll see great things happen.

Customer Service 45

Customer Service Customers Management Contact Center 45

Brad Cleveland Blog

DECEMBER 8, 2023

When it comes to using artificial intelligence, many organizations just jump in and automate what they can, but those with the best service start first and foremost with customer needs and expectations and use them to guide decisions.

Customer Service 49

Customer Service Customers Contact Center Customer relationships 49

Lumoa

FEBRUARY 16, 2023

They will also help you train your customer service reps in de-escalation. Insights from data analytics can help create new product designs or services. Identifying Key Stakeholders When it comes to collecting, analyzing, and acting on customer feedback, involve every key stakeholder. Launching new initiatives.

Voice of Customer 236

Voice of Customer How To Feedback Return on Investment 236

Beyond Philosophy

MAY 18, 2023

Emotional intelligence (EQ) is critical to leadership. EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. The same goes for customer service representatives.

Management 78

Management Leadership Conference Examples 78

BlueOcean

JANUARY 18, 2016

Elizabeth Sedlacek has more than 16 years of contact center outsourcing experience, nine of which were spent as Senior Director of Business Development & Client Care for a mid-sized, Canadian-owned call center and BPO.

Contact Center 120

Contact Center Call Center Sales Customer Care 120

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 43

Leadership Culture Engagement Contact Center 43

Brad Cleveland Blog

AUGUST 31, 2023

AI is dramatically transforming customer service. Or better yet, how do you lead the … Continue reading → The post Future-Proof Your AI-Powered Customer Service appeared first on Brad Cleveland. The opportunities – and risks – are unprecedented.

Customer Service 52

Customer Service Customers Multi-Channel Contact Center 52

GetFeedback

SEPTEMBER 2, 2019

2: 3 Ways To Inspire Your Team To Provide Standout Customer Experience. David Nour is the author of ten business books, a leadership advisor and executive coach. article, David describes how to leverage the value of relationships in the customer experience journey. and in the process, being more customer-centric?is

Net Promoter Score 210

Net Promoter Score Self Service Financial Customer Centricity 210

Stella Connect

JANUARY 9, 2018

In doing so, Rich set the tone for Brooklinen’s exceptional customer experience and inspired a unique approach to customer service training and performance management. Hands-on Customer Service Training: Building Excitement, Knowledge, and Trust. Jack Lorentzen, Senior Associate, Customer Experience.

Customer Service Training 41

Customer Service Training Training Customer Service Management 41

Win the Customer

DECEMBER 29, 2015

Vernon Hill is the most customer-driven banker who has tapped into the power of customer service experience to build one of the fastest growing financial institutions in the world. Metro Bank, in the United Kingdom, run by Vernon Hill, was issued its license by the government’s Financial Service Authority in March 2010.

Customer Service 52

Customer Service Customer Experience Banking Financial 52

NobelBiz

JULY 31, 2023

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. The Science Behind the Queue Every call that reaches a call center passes through a systematic evaluation process.

Communication 52

Communication Call Center Wait Times Contact Center Software 52

Talkdesk

APRIL 28, 2016

We are having a renaissance moment in the realm of customer service. More than ever, businesses have become focused on forging strong, meaningful relationships with their customers. With so much going on, it can be daunting to undertake an effort to reform your customer service. It all starts with empathy.

Customer Service 45

Customer Service Net Promoter Score Effort Score Call Center 45

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 Study Customer Expectations Customers 40

Brad Cleveland Blog

MARCH 18, 2024

In … Continue reading → The post The Enablers: 3 Essentials for High-Quality Customer Service appeared first on Brad Cleveland. Establish the right quality standards for your organization, and you’ll see great things happen.

Customer Service 26

Customer Service Customers Management Contact Center 26

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

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 Study Customer Expectations Customers 26

Brad Cleveland Blog

NOVEMBER 3, 2023

Understanding the value of customer service and how to quantify that value has never been so important. And that’s true for any organization and for anyone leading customer service teams or projects.

ROI 26

ROI Customer Service Return on Investment Customers 26

Brad Cleveland Blog

DECEMBER 8, 2023

When it comes to using artificial intelligence, many organizations just jump in and automate what they can, but those with the best service start first and foremost with customer needs and expectations and use them to guide decisions.

Customer Service 26

Customer Service Customers Contact Center Customer relationships 26

Brad Cleveland Blog

JULY 13, 2023

But he warned, “Not everything that counts … Continue reading → The post Counting What Counts: Pitfalls of Service Metrics in Customer Service appeared first on Brad Cleveland.

Metrics 43

Metrics Customer Service Customers Contact Center 43

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 Study Customer Expectations Customers 27

Beyond Philosophy

OCTOBER 21, 2021

I am also disappointed in the frequency of bad experiences I have had lately, despite the focus on Customer Experience. One of my leadership and career philosophies is “None of us are as clever as all of us.” Enter, Alex Mead , Chief Customer Service Experience Officer. Short call center queues.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

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 Study Customer Expectations Customers 26

Brad Cleveland Blog

AUGUST 31, 2023

AI is dramatically transforming customer service. Or better yet, how do you lead the … Continue reading → The post Future-Proof Your AI-Powered Customer Service appeared first on Brad Cleveland. The opportunities – and risks – are unprecedented.

Customer Service 26

Customer Service Customers Multi-Channel Contact Center 26

BlueOcean

MAY 17, 2016

IMP Customer Care, a bilingual outsourced contact center with roots in Bathurst, is transitioning to the Blue Ocean Contact Centers brand. The transition will be seamless as the leadership and customer care team will remain in place under the Blue Ocean brand.

Contact Center 120

Contact Center Customer Care Groups Leadership 120