Contact Center, Customer relationships, Leadership and Video

Enterprise Contact Center Solutions: A Game Changer

NobelBiz

APRIL 2, 2024

With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction.

Contact Center

Contact Center Self Service Omni-Channel CRM

Reshaping The Future of Digital Customer Service: 23 Influential Leaders to Watch in 2023

TechSee

AUGUST 14, 2023

In addition, Thompson is a popular keynote speaker, blogger, and the author of Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies. His goal is to harness the collective intelligence of customer-centric thought leaders to help businesses create better customer relationships.

Customer Service

Customer Service Contact Center Customer Centricity Leadership

Customer Service Leadership: Understanding Customer Expectations

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

Customer Expectations Leadership Customer Service Video

Webinars

How Retailers Are Transforming Customer Experiences with Data & AI

Turn Payments Into Personalization: Unlock the Value of Transaction Data

MORE WEBINARS

2022 Trends: Imagine the Future of Call Centers

TechSee

DECEMBER 16, 2021

It’s no surprise then that remote assistance has hit a peak in 2021, driven mainly by customers’ rising expectations for self-service, the growing complexity of cases, and the emergence of new technologies such as cloud-based technologies, IoT diagnostics, video, AR, and computer vision AI. . And they are also not as effective.

Call Center

Call Center Trends Self Service Contact Center

15 Crucial Call Center Software Features for 2024: Must-Have Capabilities & Requirements

NobelBiz

FEBRUARY 13, 2024

This efficiency reduces idle time and increases overall contact rates. NobelBiz OMNI+ takes the capabilities of Predictive and Power Dialing to the next level, transforming the contact center landscape with its versatile suite of dialing options. Read Case Study Watch video CRM Integration What Is a CRM Call Center Integration?

Call Center

Call Center Self Service Software Contact Center

Customer Service Leadership: Understanding Customer Expectations

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

Customer Expectations Leadership Customer Service Video

Harness innovation to deepen customer relationships

Brad Cleveland Blog

JULY 8, 2021

How do you keep day-to-day operations and every decision aligned with your customer service vision?

Customer relationships

Customer relationships Innovation Customer Service Strategies Video

Contact Center Future Shock: Channels May Become Part of Our Past

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

Contact Center Call Center Video Multi-Channel

Contact Center Future Shock: Channels May Become Part of Our Past

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

Contact Center Call Center Video Meeting

Be Bold in Doing What’s Right

Brad Cleveland Blog

MARCH 16, 2023

In this video from my recent LinkedIn Learning course “Contact Center … Continue reading → The post Be Bold in Doing What’s Right appeared first on Brad Cleveland. When you think about innovation and growth in the future, what’s your role as a leader?

Contact Center

Contact Center Video Course Innovation

Big Controversy: Should We Stop All Certification Now? Join the Debate…

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

Chief Customer Officer Contact Center Call Center Net Promoter Score

Be Bold in Doing What’s Right

Brad Cleveland Blog

MARCH 16, 2023

In this video from my recent LinkedIn Learning course “Contact Center … Continue reading → The post Be Bold in Doing What’s Right appeared first on Brad Cleveland. When you think about innovation and growth in the future, what’s your role as a leader?

Contact Center

Contact Center Video Course Innovation

3 Ways the Contact Center Contributes to Customer Experience

Brad Cleveland Blog

MAY 18, 2017

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

Contact Center

Contact Center Customer Experience Customers Customer relationships

The Customer Care Difference for Healthcare Products

CSM Magazine

DECEMBER 1, 2022

Outreach must be conducted in a compliant way: only after permission is obtained through writing or via a recording, with the ability to opt-out of being contacted at any time, and the right to have all personal information removed from the Customer Relationship Management (CRM) database upon request. Documentation of contacts.

Healthcare

Healthcare Customer Care Omni-Channel Self Service

3 Ways the Contact Center Contributes to Customer Experience

Brad Cleveland Blog

JUNE 28, 2016

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

Contact Center

Contact Center Customer Experience Customers Customer relationships

eCornell Videos: Retaining the “Right” Customers

Brad Cleveland Blog

NOVEMBER 9, 2016

Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the second of five videos. You can view the first video at Delivering Consistent Service. The post eCornell Videos: Retaining the “Right” Customers appeared first on Brad Cleveland.

Video

Video Customers Contact Center Call Center

Understanding customer expectations

Brad Cleveland Blog

AUGUST 11, 2021

An important part of customer service leadership is understanding what customers want, and ensuring your delivery and experiences meet their expectations. But what do customers expect? How are those expectations changing?

Customer Expectations

Customer Expectations Leadership Video Course

eCornell Videos: Anticipating Customer Needs

Brad Cleveland Blog

NOVEMBER 29, 2016

Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the fourth of five videos.

Video

Video Customers Contact Center Call Center

Understanding customer expectations

Brad Cleveland Blog

AUGUST 11, 2021

An important part of customer service leadership is understanding what customers want, and ensuring your delivery and experiences meet their expectations. But what do customers expect? How are those expectations changing?

Customer Expectations

Customer Expectations Leadership Video Course

Empathy as a Commodity: Customer Experience Pivots Post-Pandemic

inmoment

JUNE 1, 2020

The global pandemic has led to a shifted relationship between businesses and their customers. Globally, brands have grappled with how to navigate through these turbulent times and emerge with customer relationships intact. The technology now exists to understand customer data in its native form.

Customer Experience

Customer Experience Analytics Survey Feedback

Evaluating CX Improvement Initiatives

Brad Cleveland Blog

APRIL 12, 2023

In this video from my LinkedIn … Continue reading → The post Evaluating CX Improvement Initiatives appeared first on Brad Cleveland. Perhaps there are new technologies that can help you deliver services more efficiently or sorely needed process-improvement efforts.

Video

Video Training Technology Contact Center

Employee Engagement: The Key Driver and 4 More

Brad Cleveland Blog

FEBRUARY 23, 2023

The most customer-centric organizations build on a foundation of employee engagement. Watch this video from my LinkedIn Learning course “The 10 Pillars of Customer Experience” and learn more … Continue reading → The post Employee Engagement: The Key Driver and 4 More appeared first on Brad Cleveland.

Employee Engagement

Employee Engagement Engagement Customer Centricity Video

The Power of Brand Advocates

Brad Cleveland Blog

OCTOBER 21, 2022

Customers are advocates when they positively promote your products and brand. The benefits of customer advocates are powerful. This video, from my LinkedIn Learning course “Customer Advocacy,” explores the impact of … Continue reading → The post The Power of Brand Advocates appeared first on Brad Cleveland.

Brands

Brands Video Course Contact Center

Managing Customer Feedback: A Self-Assessment

Brad Cleveland Blog

OCTOBER 7, 2022

Every organization receives feedback from customers, but some manage it far more effectively. Where does your organization stand? How effective is your approach?

Feedback

Feedback Management Video Course

Putting Yourself in Your Customers’ Shoes

Brad Cleveland Blog

NOVEMBER 14, 2019

They want to put themselves in their customers’ shoes. They want to see the organization, products, employees and competitors as their customers do. The video below, from my LinkedIn Learning course “Customer Service Leadership,” shares some …

Leadership

Leadership Video Course Survey

Contact Center Future Shock: Channels May Become Part of Our Past

Brad Cleveland Blog

SEPTEMBER 19, 2019

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Contact Center

Contact Center Multi-Channel Customer relationships Call Center

Putting Yourself in Your Customers’ Shoes

Brad Cleveland Blog

NOVEMBER 14, 2019

They want to put themselves in their customers’ shoes. They want to see the organization, products, employees and competitors as their customers do. The video below, from my LinkedIn Learning course “Customer Service Leadership,” shares some …

Leadership

Leadership Video Course Survey

Consumers Can Research a Company and Schedule Appointments Faster and Easier

Natalie Petouhof

DECEMBER 8, 2015

In addition to scheduling appointments with branch employees that have the right skills for a given topic, the combined offering can schedule remote financial specialists to meet with customers and branch employees by video conference for even greater omnichannel customer engagement. How Will Brands Measure Success?

Consumers

Consumers Banking Company Omni-Channel

Customer Service Training: Empowering A Service Mindset

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

Customer Service Training Training Customer Service Contact Center

Building a Culture of Engaged Employees

Brad Cleveland Blog

AUGUST 14, 2019

From the video series "Thriving in the New Era of Customer Relationships"

Culture

Culture Engagement Video Customer relationships

Evaluating CX Improvement Initiatives

Brad Cleveland Blog

APRIL 12, 2023

In this video from my LinkedIn … Continue reading → The post Evaluating CX Improvement Initiatives appeared first on Brad Cleveland. Perhaps there are new technologies that can help you deliver services more efficiently or sorely needed process-improvement efforts.

Video

Video Training Technology Contact Center

Employee Engagement: The Key Driver and 4 More

Brad Cleveland Blog

FEBRUARY 23, 2023

The most customer-centric organizations build on a foundation of employee engagement. Watch this video from my LinkedIn Learning course “The 10 Pillars of Customer Experience” and learn more … Continue reading → The post Employee Engagement: The Key Driver and 4 More appeared first on Brad Cleveland.

Employee Engagement

Employee Engagement Engagement Customer Centricity Video

Customer Service Strategy: Avoid Common Pitfalls

Brad Cleveland Blog

JANUARY 15, 2021

In this video, I’ll discuss five common pitfalls when developing strategies. You can … The post Customer Service Strategy: Avoid Common Pitfalls first appeared on Brad Cleveland. .” He makes a great point.

Customer Service Strategies

Customer Service Strategies Strategy Customer Service Airlines

Contact Center Future Shock: Channels May Become Part of Our Past

Brad Cleveland Blog

SEPTEMBER 19, 2019

(..)

Contact Center

Contact Center Multi-Channel Customer relationships Call Center

Establishing Your Customer Feedback Goals

Brad Cleveland Blog

MAY 6, 2021

Managing customer feedback effectively requires that you establish goals. This video discusses six goals that can help you get the most out of your customer feedback efforts. The video is from my LinkedIn Learning course “Customer Service: Managing Customer Feedback.”

Feedback

Feedback Video Course Resources

Interpreting Benchmarks

Brad Cleveland Blog

AUGUST 22, 2018

From the video series "Thrive in the New Era in Customer Relationships"

Video

Video Customer relationships Contact Center Call Center

Building a Culture of Engaged Employees

Brad Cleveland Blog

MAY 23, 2018

From the video series "Thriving in the New Era of Customer Relationships"

Culture

Culture Engagement Video Customer relationships

Traits of Customer Advocacy Success

Brad Cleveland Blog

MAY 27, 2021

When implementing your own customer advocacy initiatives, it can be helpful to learn what was worked well for others. This video explores ways organizations have structured their advocacy programs and five traits of successful initiatives. The video is from my LinkedIn Learning Course Customer Advocacy.

Video

Video Course Customers Contact Center

Improving ROI on Quality Monitoring

Brad Cleveland Blog

MAY 3, 2018

From the video series "Thriving in the New Era of Customer Relationships"

ROI

ROI Video Customer relationships Contact Center

The Power of Brand Advocates

Brad Cleveland Blog

OCTOBER 21, 2022

Customers are advocates when they positively promote your products and brand. The benefits of customer advocates are powerful. This video, from my LinkedIn Learning course “Customer Advocacy,” explores the impact of … Continue reading → The post The Power of Brand Advocates appeared first on Brad Cleveland.

Brands

Brands Video Course Contact Center

A Comprehensive Guide to Customer Interaction Analytics

NobelBiz

JULY 25, 2023

It’s a game-changer that empowers us to create remarkable experiences and build genuine, lasting relationships with our valued customers. From phone calls to live chats, and emails to social media interactions, these multifaceted channels paint a vivid picture of customer needs, preferences, and sentiments.

Interaction

Interaction Analytics Call Center Contact Center

Interpreting Benchmarks

Brad Cleveland Blog

MARCH 22, 2018

From the video series "Thrive in the New Era of Customer Relationships"

Video

Video Customer relationships Contact Center Call Center

The First Pillar of Customer Experience

Brad Cleveland Blog

AUGUST 19, 2022

The first pillar of customer experience is vision. This video, from my newest course The 10 Pillars of Customer Experience, will help you make … Continue reading → The post The First Pillar of Customer Experience appeared first on Brad Cleveland.

Customer Experience

Customer Experience Video Course Customers

The First Pillar of Customer Experience

Brad Cleveland Blog

AUGUST 19, 2022

The first pillar of customer experience is vision. This video, from my newest course The 10 Pillars of Customer Experience, will help you make … Continue reading → The post The First Pillar of Customer Experience appeared first on Brad Cleveland.

Customer Experience

Customer Experience Video Course Customers

Enterprise Contact Center Solutions: A Game Changer

Reshaping The Future of Digital Customer Service: 23 Influential Leaders to Watch in 2023

Webinars

Trending Sources

Customer Service Leadership: Understanding Customer Expectations

Webinars

2022 Trends: Imagine the Future of Call Centers

15 Crucial Call Center Software Features for 2024: Must-Have Capabilities & Requirements

Customer Service Leadership: Understanding Customer Expectations

Harness innovation to deepen customer relationships

Contact Center Future Shock: Channels May Become Part of Our Past

Contact Center Future Shock: Channels May Become Part of Our Past

Be Bold in Doing What’s Right

Big Controversy: Should We Stop All Certification Now? Join the Debate…

Be Bold in Doing What’s Right

3 Ways the Contact Center Contributes to Customer Experience

The Customer Care Difference for Healthcare Products

3 Ways the Contact Center Contributes to Customer Experience

eCornell Videos: Retaining the “Right” Customers

Understanding customer expectations

eCornell Videos: Anticipating Customer Needs

Understanding customer expectations

Empathy as a Commodity: Customer Experience Pivots Post-Pandemic

Evaluating CX Improvement Initiatives

Employee Engagement: The Key Driver and 4 More

The Power of Brand Advocates

Managing Customer Feedback: A Self-Assessment

Putting Yourself in Your Customers’ Shoes

Contact Center Future Shock: Channels May Become Part of Our Past

Putting Yourself in Your Customers’ Shoes

Consumers Can Research a Company and Schedule Appointments Faster and Easier

Customer Service Training: Empowering A Service Mindset

Building a Culture of Engaged Employees

Evaluating CX Improvement Initiatives

Employee Engagement: The Key Driver and 4 More

Customer Service Strategy: Avoid Common Pitfalls

Contact Center Future Shock: Channels May Become Part of Our Past

Establishing Your Customer Feedback Goals

Interpreting Benchmarks

Building a Culture of Engaged Employees

Traits of Customer Advocacy Success

Improving ROI on Quality Monitoring

The Power of Brand Advocates

A Comprehensive Guide to Customer Interaction Analytics

Interpreting Benchmarks

The First Pillar of Customer Experience

The First Pillar of Customer Experience

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