customer expectations - Brad Cleveland

Establishing Your Customer Feedback Goals

May 6, 2021 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership

Managing customer feedback effectively requires that you establish goals. You can then identify the steps and resources necessary to achieve them. This video discusses six goals that can help you get the most out of your customer feedback efforts. The video is from my...

Principle #2: Quality and Access to Service Work Together

Dec 18, 2020 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Quality Management

In customer experience, when service is required, quality of service and access to it are inextricably associated with, and complementary to, each other. Accessibility is an enabler. When customers wait too long, they will often verbalize their criticisms when they...

Build Customer Expectations into Plans and Direction

Nov 6, 2020 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service

Anticipating customer expectations is essential to developing effective customer service. In fact, customer expectations ultimately define what good service means. Truly understanding your customers can help you stand out in an environment that evolves every day. So,...

How Long Are Customers Willing to Wait?

Apr 15, 2020 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Workforce Management

With much of the world on lockdown due to the current COVID-19 crisis, contact centers are grappling with both increased workloads and staffing challenges. One helpful framework — now and in more normal times — is to understand the factors that affect customer...

The Best-Managed Contact Centers: #4 – They Build Plans and Services Around Evolving Customer Expectations

Dec 13, 2018 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

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...