leadership - Brad Cleveland

Boosting Your Contact Center’s Strategic Value

Oct 20, 2023 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, LinkedIn Learning

The most effective leaders focus on the contact center’s opportunity to create value for customers and the organization. There are three levels on which contact centers can create value. They include efficiency, customer satisfaction and loyalty, and strategic...

A Fascinating Time for CX

Oct 12, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

Recently, I was interviewed by Ziptone, the online resource for customer contact professionals in the Netherlands. It was a pleasure to talk with them about developments in customer experience, customer service and contact centers. Here is the beginning of the...

Voice of the Customer: As Essential as Oxygen

Oct 6, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

Feedback from customers is like oxygen. Your organization has to have it to survive and thrive. Voice of the Customer, or VOC, is the process of listening to and really understanding customers. It’s more than simply analyzing survey data. When you analyze feedback...

A CX Goal: Universal Participation in Product and Service Innovation

Sep 22, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Organization and Culture

The world is changing, customer expectations are evolving so innovation is the heartbeat of customer experience but how do you innovate? As the late management guru Peter Drucker asked, “You hire accountants for accounting and marketers for marketing and lawyers...

Customer Experience Transformation: Failure Is Not an Option

Sep 15, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

“75% of customer experience initiatives fail!” That’s a sensational headline. And one, even with a modest search of cases and literature, you’ll see often (in fact, estimates go as high as 93 percent). My question is, if your focus on customer experience fails, what’s...