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.
Multichannel Contact Centers, by the Numbers
How many organizations are using various contact channels? Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage in service settings. The questions included both channels supported and the percentage...
We’re Getting Better at Providing Great Customer Experiences
According to Forrester’s Customer Experience Index, in 2014, 11% of brands were rated at “excellent” compared to 0% in 2007. Conversely, the number of brands rated at “poor” or “very poor” dropped from 35% in 2007 to 11% in 2014. Clearly, there’s been a shift in how...
Get It Right with Mobile Apps
Mobile apps are an important part of the emerging customer service landscape. Don’t dither getting there. But by all means, ensure they are ready for prime time. In results that are probably no surprise, a recent Compuware study found that customers have little...
60 Million Hours?
According to a stat provided by Fonolo, Americans spend a combined 60 million hours on hold with contact centers, each year. Who knew?
Keeping Up with Customer Service Changes
Implementing Video Chat?
Are you considering adding video to your contact center? Video chat is an access channel that can certainly distinguish you from competitors. And with the technology barriers coming down, more companies are seriously considering adding this channel into their customer...
The Changing Role of Supervisors
Studies from ICMI and others suggest there are more supervisors today – proportionally and in real numbers – than ever. With today’s developments – emerging channels, proliferation of social media, the competitive importance of customer relationships, and the wide...
Be Careful When Interpreting Benchmarks
A Way of Doing Business
One of the most important leadership priorities is to ensure that your customer contact center delivers maximum strategic value to your organization. That, in turn, is what will get you the support you need from colleagues across the organization. It’s what will...
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