Customer Experience Blog
Expert insights on customer experience, employee engagement, and service leadership. Stay ahead with Brad Cleveland’s blog—featuring CX trends, actionable strategies, and real-world solutions to help you improve customer satisfaction, streamline operations, and drive business success.
A Powerful Pair: Drive customer service rep performance with these two metrics
Measuring customer service rep performance is a topic that has often been controversial. Performance measures are usually tied to behavioral expectations and standards, so many questions can arise: Are the measures fair? Are they truly within an individual's control?...
No data? No problem! Forecasting new service
New products, marketing campaigns, support channels or accounts may not have much, or any, history you can use for forecasting new service. AI and self-service initiatives can change patterns that existed in the past. Even adjusting hours of operation can leave you...
Improving Customer Service: More Than Meets the Eye
Consider any aspect of improving customer service you want. Let's say handling service issues correctly the first time so that there's no unnecessary additional work. You'll soon discover that there's more to it than may at first meet the eye. Is the answer training,...
Embrace Change with a Customer Access Strategy
Whether you’re a small startup, a national government, or a multinational corporation, you need a plan that defines how your organization will deliver customer service. In customer service, the overall plan is your “customer access strategy” (it can also be referred...
Navigating the Customer Journey
Navigating the customer journey is about understanding customers and helping guide their experience. It's not your journey, it's their journey. And you have the privilege of being a guide. One very helpful tool in this is understanding the 10 universal customer...
Will AI cut contact center staff?
If you’ve been reading the headlines, you’ve seen plenty of predictions that AI will cut staff in contact centers—and overall in customer service. The logic seems simple: AI can handle customer interactions directly, so organizations won’t need as many people. Add to...
Employee Motivation: Make It Personal
We all have many things in common. We want to do work that matters. We want to be supported and empowered. We appreciate recognition for a job well done. But we're also wired differently and general motivation doesn't always go far enough. Generic advice on motivation...
Want Engaged Employees? Eliminate Conflicting Objectives
I remember visiting an organization and being given a list of team members ranked by their “productivity.” The person at the bottom of the list was helping fewer customers and more of her cases were still open, waiting for resolution. Her manager was concerned. But as...
Contact Center Planning: From Chaos to Customer-Focus
When I think of contact center planning, this definition from the International Customer Management Institute, ICMI, is the first thing that comes to mind. Contact center management is the art of having the right number of properly skilled people and supporting...
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