Brad Cleveland Blog

JUNE 30, 2022

Supply chain problems and the Great Resignation have caused challenges on every aspect of customer care. The work we’re handling has surged and become more complex, while the employees … Continue reading → The post Do your goals and metrics foster employee engagement? appeared first on Brad Cleveland.

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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. So can you!

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Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder.

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Brad Cleveland Blog

FEBRUARY 23, 2023

The most customer-centric organizations build on a foundation of employee engagement. What’s behind that level of engagement? As it turns out the key driver is purpose.

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Experience Investigators by 360Connext

JUNE 3, 2015

So it’s up to the leaders of any organization to seek out your customer service superstars and discern the ways they make things just a little better for your customers. Here are some of the ways we’ve seen customer service superstars stand out: 1. Empathetic and engaging behavior.

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Brad Cleveland Blog

APRIL 14, 2022

When you peel back the layers of any customer-centric organization, you’ll find a culture of honoring employees, encouraging their insight, and engaging them every step of the way. Customer experience is built on a foundation of employee engagement. What is employee engagement?

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Experience Investigators by 360Connext

DECEMBER 17, 2014

Deputize someone in each department as the customer advocate. It’s their job to truly represent the customer in every meeting. Include customer tasks in YOUR to-do list every day or week. Call the call center, try to order something online, or just talk to front-line staff.

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Brad Cleveland Blog

APRIL 14, 2022

When you peel back the layers of any customer-centric organization, you’ll find a culture of honoring employees, encouraging their insight, and engaging them every step of the way. Customer experience is built on a foundation of employee engagement.

Employee Engagement 26

Employee Engagement Engagement Customer Centricity Culture 26

Brad Cleveland Blog

JUNE 30, 2022

Supply chain problems and the Great Resignation have caused challenges on every aspect of customer care. The work we’re handling has surged and become more complex, while the employees … Continue reading → The post Do your goals and metrics foster employee engagement? appeared first on Brad Cleveland.

Employee Engagement 26

Employee Engagement Metrics Engagement Contact Center 26

Uniphore

SEPTEMBER 30, 2021

Recognizing and rewarding employee excellence has always been important for business success. And, with National Customer Service Week taking place between October 4-8, there’s no better time to reflect on customer service agents’ role in building a successful company and what constitutes good reward and recognition.

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Brad Cleveland Blog

MARCH 20, 2019

Do you need to make the case for your efforts to improve employee engagement? These numbers may help: 51% of US workers are not engaged, while 17.5% are actively disengaged.

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Michel Falcon Experience

JANUARY 16, 2020

It’s not “higher than normal call volume” when you call repeatedly on different days and hear the same message. This company’s leadership team has made a conscious decision that is negatively impacting their customer experience. Why Doesn’t Every Company Have a Customer Experience Strategy? 2020 and Beyond.

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Retently

JULY 28, 2023

But taking customer experience lightly can be dangerous too. Some studies suggest that poor customer service costs businesses up to $62 million per year. trillion annually when their customers leave – and that’s only in the US. Others are less “optimistic,” saying that companies stand to lose up to $1.6

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Brad Cleveland Blog

DECEMBER 11, 2019

One of the keys to high levels of employee engagement in contact centers – and the strong performance that follows – is hands-on involvement from the top.

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Brad Cleveland Blog

JANUARY 9, 2020

Employee engagement should be a key metric in all service environments. Research shows that employee engagement influences – even drives – customer satisfaction and loyalty. Retention, productivity, and quality are all strongly and positively correlated with employee engagement.

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Calabrio

APRIL 28, 2021

When we launched the new Calabrio ONE in 2020 , we offer ed a platform that prioritized the cloud and the demands of a modern call center. Customers told us they wanted a platform th at work ed together as a fully integrated suite , rather than separate solutions that exist alongside e ach other. ” 1 .

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Brad Cleveland Blog

SEPTEMBER 5, 2019

The impact of employee engagement is incredible. In fact, engaged employees are four times more likely than non-engaged employees to go beyond what’s expected of them according to the Temkin Group, a US firm focused on customer experience.

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Michel Falcon Experience

FEBRUARY 27, 2020

The WFM team is responsible for scheduling agents in the call center to ensure there was enough coverage to answer 80%+ of calls within 20 seconds. To summarize, Patrick had a few challenges ahead of him: The profit and loss statement of the call centre was likely in the red because wages weren’t sustainable.

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Banking Employee Engagement Case Study Guidelines 97

CSM Magazine

JUNE 27, 2023

Zenarate raises $15M and leads movement from passive training to natural language AI Simulation Training to develop confident and prepared customer service and sales agents who deliver superior empathetic experiences and performance.

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Training Telecommunications Healthcare Insurance 59

Experience Investigators by 360Connext

NOVEMBER 26, 2019

Customer Experience Leaders Have a Global Customer Focus. Even after over a decade of helping small and large businesses alike, I still meet leaders who believe that Customer Experience is just about so much call-center scripts or proper protocol around customer complaints. Lead by listening.

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Brad Cleveland Blog

MARCH 20, 2019

Do you need to make the case for your efforts to improve employee engagement? These numbers may help: 51% of US workers are not engaged, while 17.5% Source: Gallup) Compared with disengaged employees, highly engaged employees are 4.7x are actively disengaged. Source: Temkin …

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Brad Cleveland Blog

JANUARY 9, 2020

Employee engagement should be a key metric in all service environments. Research shows that employee engagement influences – even drives – customer satisfaction and loyalty. Retention, productivity, and quality are all strongly and positively correlated with employee engagement.

Employee Engagement 26

Employee Engagement Metrics Engagement Customer Satisfaction 26

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.

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Brad Cleveland Blog

MARCH 20, 2019

Do you need to make the case for your efforts to improve employee engagement? These numbers may help: 51% of US workers are not engaged, while 17.5% Source: Gallup) Compared with disengaged employees, highly engaged employees are 4.7x are actively disengaged. Source: Temkin …

Employee Engagement 20

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Brad Cleveland Blog

JANUARY 9, 2020

Employee engagement should be a key metric in all service environments. Research shows that employee engagement influences – even drives – customer satisfaction and loyalty. Retention, productivity, and quality are all strongly and positively correlated with employee engagement.

Employee Engagement 20

Employee Engagement Metrics Engagement Course 20

Brad Cleveland Blog

SEPTEMBER 5, 2019

The impact of employee engagement is incredible. In fact, engaged employees are four times more likely than non-engaged employees to go beyond what’s expected of them according to the Temkin Group, a US firm focused on customer experience. Learn more about the power of employee …

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Brad Cleveland Blog

DECEMBER 11, 2019

One of the keys to high levels of employee engagement in contact centers – and the strong performance that follows – is hands-on involvement from the top. For example: Among other endeavors, Dan Gilbert is the founder and chairman of Quicken Loans, the giant Detroit-based mortgage lender.

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Brad Cleveland Blog

SEPTEMBER 5, 2019

The impact of employee engagement is incredible. In fact, engaged employees are four times more likely than non-engaged employees to go beyond what’s expected of them according to the Temkin Group, a US firm focused on customer experience. Learn more about the power of employee …

Employee Engagement 20

Employee Engagement Engagement Study Loyalty 20

BlueOcean

AUGUST 21, 2019

Don’t underestimate the power that the physical work environment can have on measurable outcomes like engagement, retention, productivity, and even quality. While some call centers have given the industry a bad rap, the right partner knows the value of natural light, ergonomics, thoughtful interior design, and inviting leisure spaces.

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Brad Cleveland Blog

JUNE 9, 2016

Compared with disengaged employees, highly engaged employees are more than 4X as likely to recommend the company’s products and services and do something … Continue reading → The post Recent Statistics on Employee Engagement appeared first on Brad Cleveland.

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Playvox

MARCH 12, 2023

Providing noteworthy customer experiences is a top priority for any business, and a well-run help desk, support center, or customer service center is the key to improving contact center performance. In turn, this can cause less than optimal customer satisfaction scores. But it doesn’t stop there.

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Michelli Experience

MARCH 25, 2016

If a video can’t entertain, then why can’t it inform simultaneously—specifically in the realm of customer service? When people call support centers, it’s because they need certain information. So why not publish a video that addresses their needs?

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Video Entertainment Customer Service Social Media 100

Brad Cleveland Blog

DECEMBER 11, 2019

One of the keys to high levels of employee engagement in contact centers – and the strong performance that follows – is hands-on involvement from the top. For example: Among other endeavors, Dan Gilbert is the founder and chairman of Quicken Loans, the giant Detroit-based mortgage lender.

Leadership 20

Leadership Contact Center Employee Engagement Engagement 20

Call Experts

SEPTEMBER 18, 2019

At Call Experts, we invest in training. In our fast-paced ever-changing world, a call center needs to keep pace or they will be at risk of getting left behind. The training continues with 3 weeks of on the job coaching, Quality Assurance monitoring, and regular feedback sessions with their trainers and leadership.

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Kate Nasser

MAY 31, 2017

The ultimate customer service culture is not about employees first. Leadership insights & lessons fr Kate Nasser, The People Skills Coach™. The post Ultimate Customer Service Culture: It’s About Unity Not Employees First | #custserv appeared first on KateNasser.com. It's about unity.

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Call Experts

NOVEMBER 8, 2019

Leadership regularly invests in their HR departments and as the workload for this team increases, they need more support than ever to prioritize and tackle the projects that matter. . How to Provide Personalized Customer Service. Customer Journey Mapping. 6 Key Benefits of Employee Call Off Lines.

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Brad Cleveland Blog

MAY 31, 2016

The Edge of Service® Newsletter, Issue 17: The Stunning Stats Behind Employee Engagement I believe there are three categories of statistics any leader needs to know about employee engagement: First, employee engagement is strongly tied to customer experience.

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