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.
The Stay Interview: A Powerful Retention Tool
The best contact centers continually work on the root causes of turnover. There are many common causes of turnover, such as insufficient development opportunities, pace of effort required, feeling of not being appreciated, the list goes on. What is most important in...
Understanding What Motivates Your Team
I'm going to say something that may be a surprise. You will not, now or ever, be able to motivate your team. It's not going to happen. You can, however, help motivate the people who are a part of it. Yes, it's true, many of us refer to "motivating the team," but what...
Improving Performance: Two Types of Standards
The cornerstone of an effective quality observation process is documenting specific, observable behaviors and tailoring coaching accordingly. An effective way to consider performance (quality) standards is to categorize them as either “foundation” or “finesse.”...
Using Strategy to Guide Decisions and Direction
Organizations that consistently use their strategies to help guide decisions tend to go from strength to strength. They make better decisions and then have a better read on how well those decisions ultimately support their vision. How can you best use your strategy to...
Make Your Customer Access Strategy Uniquely Yours
What access channels should be opened up? What’s the nature of service you intend to provide? Beyond applying sound management principles, these decisions are yours to make. My overarching advice: Make your customer access strategy uniquely yours — do what’s best for...
Customer Expectations of Service Delivery
Service quality is defined in terms of the customer's perception of how well your services meet his or her expectations. Simple, right? But wait, aren't expectations always changing? What do customers expect? This can seem like a daunting challenge for those of us...
The Seven Essential Metrics in Times of Crisis
In May, I wrote an article for Smart Customer Service. The article describes seven metrics that every contact center should have. It also provides suggestions on using an overall KPI. The article begins: The disruptions that the COVID-19 crisis is bringing to...
Identifying Root Causes
Have you ever heard or been part of this conversation: I thought we fixed that problem, why are we talking about it again? Chances are, a symptom was addressed, at least temporarily, but the root cause was not fully identified and resolved. Your proof that a problem...
How to Balance Service and Cost in the Contact Center
Back in December, I had the pleasure of being interviewed by Jeff Toister, a customer service consultant based in San Diego. The interview touched on a variety of topics, but was focused on issues around staffing and scheduling. We discussed how offering great service...
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