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.
7 Rules of the Road for Recruiting and Hiring
The Importance of Customer Advocacy
Customer advocacy refers to both how a company advocates for customers (doing what's best for customers) and how customers advocate for companies (spreading the word about its products, services and brand). Both are vital to success today. Here’s a video from my just...
Perspective on First-Contact Resolution
First-contact resolution (FCR) is a popular performance measure in customer contact centers. And that's a good thing: Unresolved contacts are a common source of customer dissatisfaction, and the organization tends to incur many additional expenses (repeat contacts,...
3 Ways the Contact Center Contributes to Customer Experience
Hot Topic’s “Daily Huddle”
A few years back, fashion retailer Hot Topic won first place in an ICMI video contest for a creative portrayal of their "secret to service success," a daily communications huddle. In it, they compare the daily meeting, which keeps employees up to date, to the...
The Problem with Daily Averages (and the Solution)
Take a Moment and Be Inspired
Need some inspiration? How about inspiration for your next team meeting? Check out the Edge of Service Newsletter archives for 20 brief articles on some of the most pressing issues facing customer service professionals today. They also include statistics and an...
Interpreting Benchmarks
Matching Staff to Workload
Contact centers must handle most customer-related work as it happens, so resource mismatches quickly result in big problems. It’s essential that those making staffing decisions have a basic understanding of how base staff is calculated in order to match the...
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