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Aligning the Organization to Deliver the Best Possible Customer Experience
Yearly Archives: 2018
The Best-Managed Contact Centers: #4 – They Build Plans and Services Around Evolving Customer Expectations
One of the most critical — and difficult — aspects of managing a contact center is to provide services that satisfy changing consumer demands. Those who fall behind pay a brutal price: dissatisfied customers, insufficient support from the organization and low morale in the contact center. But those who stay ahead of the curve enjoy strong customer loyalty and the …
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Make the Required Investments to Support Your Customer Service Strategy
Ensuring that your organization is making required investments is an essential step in developing your customer service strategy. You will need to define, at a high level, the investments and funding necessary to support your vision. In my recent LinkedIn Learning course “Customer Service Strategy,” I explore four key principles that can help with this step. Make the required investments …
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The Best-Managed Contact Centers: #3 – They Know that Their People Are the Key to Success
Cultures vary dramatically from one organization to the next. You’d likely notice some hairstyles that you don’t see every day at some tech contact centers. Some centers who cater to a younger workforce have break room amenities, such as video game consoles, that put most others to shame. Other centers, especially those who serve business customers, maintain a somewhat more …
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Skills-Based Routing: 5 Common Problems You Can Avoid
The Best-Managed Contact Centers: #2 – They Have a Supporting Culture
Characteristic #2: They Have a Supporting Culture Culture — the inveterate principles or values of the organization — tends to guide behavior, and can either support and further or, as some have learned the hard way, ruin the best-laid plans for organizational change. While there is no guaranteed formula for creating a supporting culture, many seasoned managers agree that shaping …
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Traits of Successful Customer Advocacy Initiatives
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. Traits of successful customer advocacy initiatives from Customer Advocacy by Brad Cleveland
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The Best-Managed Contact Centers: #1 – They Produce High Levels of Value
In some organizations, you can feel the energy as soon as you walk in the door. It takes many forms: pride of workmanship, a feeling of community, good planning, coordination and the willingness to make the “extra effort.” Everybody knows what the mission is and everybody is pulling in the same direction. The contact center “clicks.” While there are a …
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How to Meet Changing Customer Expectations
How to Boost Your Contact Center’s Value to the Organization
Contact centers have enormous potential to provide departments across the organization with valuable insight and support. This can include input on customers, products, services, and processes—information that, when captured and used, can transform your organization’s ability to innovate, meet customer expectations, and provide great experiences. The benefits to the broader organization can be significant and varied. Consider the value to …
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