Brad Cleveland Blog

FEBRUARY 20, 2025

To customers, this was just confirmation the restaurant … Continue reading → The post 6 Traits of a Customer-Focused Culture appeared first on Brad Cleveland. Referrals spread rapidly, reviews were positive, and before long, the waits to get in became longer.

Customer Focused 35

Customer Focused Culture Customers Call Center 35

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Jeff is truly obsessed with customer service.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Customer Bliss

NOVEMBER 29, 2018

How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. Lean into Your Customers. million people in the state.

Chief Customer Officer 195

Chief Customer Officer Handbook System Engagement 195

CX Accelerator

JULY 1, 2020

One company asked their customer service employees to connect to VPN and haul their desktop computers home with them. Another large call center (over 900 agents) with an on-premise solution was doing their best to physically distance agents, but only 52% of their employees came to work out of fear of getting sick.

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

Magellan Solutions

MARCH 14, 2023

A glimpse of the Call Center Industry The first call center started its operations in the Philippines in 1992. million Filipinos are currently employed in the industry (Contact Center Association of the Philippines (CCAP)). In this article, we identify and solve 10 challenges that every call center faces.

Call Center 52

Call Center Contact Center Call Center Experience Net Promoter Score 52

GetFeedback

JULY 23, 2018

Organizations need to get inside the heads of their customers and see things from their perspective to understand how to best deliver products and services in the most customer-focused way. A common way of setting up your first customer journey map is with a simple chart. Step 4: Get ready to plot.

Omni-Channel 218

Omni-Channel Customer Journeys Retail e-support 218

NobelBiz

JANUARY 28, 2025

How to Benchmark Your Call Center Benchmarking is all about measuring your performance against clear, actionable goals and comparing them to industry standards. Here’s how to do it effectively: Identify Relevant Call Center KPIs To get started, focus on the metrics that reveal how well your contact center is operating.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

Blake Morgan

MAY 17, 2023

Delivering an amazing customer experience starts at the top with customer-focused leadership. Companies winning in customer experience are led by people obsessed with the customer experience and putting customers first in everything they do. There is incredible power in customer-focused leadership.

Customer Focused 59

Customer Focused Leadership Effort Score Customer Centricity 59

eGain Blogs

FEBRUARY 7, 2020

The importance of knowledge management in the call center is growing. “Though KM has historically been primarily an area of interest for support, I’m seeing more organizations, including professional services, managed services, and customer success, formalizing the capture and sharing of knowledge.”

Call Center 52

Call Center Metrics Self Service Contact Center 52

NobelBiz

FEBRUARY 21, 2023

Call centers have developed dramatically over the past few years and will continue to do so in 2023. While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

NobelBiz

FEBRUARY 15, 2023

Call centers have developed dramatically over the past few years and will continue to do so in 2023. While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

Experience Investigators by 360Connext

APRIL 17, 2017

These employees have a more direct impact on the customer experience than most. If there are cycles of anger, whether it’s a cycle of timing or product launches or when a certain manager runs the call center, employees are mentioned. This is most likely due to communication that is more brand-focused than customer-focused.

Policies 215

Policies Feedback Call Center Customers 215

NobelBiz

NOVEMBER 2, 2020

The customer should always be the primary focus of a call center. Be it an inbound, outbound, or even hybrid model, all businesses in the Contact Center industry should put CX first and everything else second to third. So how come there are still plenty of call centers out there struggling to provide decent CX?

Call Center 52

Call Center Customer Centricity First Call Resolution How To 52

Magellan Solutions

AUGUST 4, 2021

Taking a glimpse of the Call Center Philippines . The first call center started its operations in the Philippines in 1992. million Filipinos are currently employed in the industry (Contact Center Association of the Philippines (CCAP)). Magellan Solutions improving your call center experience Philippines.

Call Center 52

Call Center Contact Center Call Center Experience Net Promoter Score 52

Experience Investigators by 360Connext

DECEMBER 17, 2019

2: 5 Ways to Instill Customer Focused Values Throughout your Organization. Even after over a decade of helping small and large businesses alike, I still meet leaders who believe that Customer Experience is just about so much call-center scripts or proper protocol around customer complaints.

Customer Journeys 178

Customer Journeys B2C B2B Touchpoint 178

Beyond Philosophy

DECEMBER 5, 2017

A new study by Calabrio reports that the majority of call center employees don’t feel trained to handle customer problems, making their jobs stressful and demotivating. Chances are your call center employees feel the same way—especially if you train like most companies do. Why Am I Not Surprised?

Call Center 111

Call Center Contact Center Training Study 111

CX Accelerator

JULY 1, 2020

One company asked their customer service employees to connect to VPN and haul their desktop computers home with them. Another large call center (over 900 agents) with an on-premise solution was doing their best to physically distance agents, but only 52% of their employees came to work out of fear of getting sick.

Contact Center 182

Contact Center Call Center Call Center Solutions Roadmap 182

Magellan Solutions

DECEMBER 28, 2015

Many small, medium, and large-scale companies have partnered with call centers and other business process outsourcing (BPO) companies for purposes of decreasing their overhead costs while increasing productivity and efficiency. Poor customer service will affect the company’s reputation, sales, and ultimately, their bottomline.

Call Center 40

Call Center Poor Customer Service Industry Resources 40

ShepHyken

JUNE 17, 2019

And, that’s done through customer experience. Best Practices for Call Center Scripts: Expert Tips & Best Practices for Developing & Using Effective Call Center Scripts by Rachael Royds. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 114

Customer Service Call Center Feedback Culture 114

Brad Cleveland Blog

MARCH 3, 2023

To customers, this was just confirmation the restaurant … Continue reading → The post 6 Traits of a Customer-Focused Culture appeared first on Brad Cleveland. Referrals spread rapidly, reviews were positive, and before long, the waits to get in became longer.

Customer Focused 55

Customer Focused Culture Customers Contact Center 55

AWS Machine Learning

OCTOBER 29, 2024

All of this data is centralized and can be used to improve metrics in scenarios such as sales or call centers. This solution can help your organizations’ sales, sales engineering, and support functions become more efficient and customer-focused by reducing the need to take notes during customer calls.

Video 110

Video Sales Analytics Examples 110

ShepHyken

APRIL 9, 2021

Did you know 90% of Americans consider customer service as the key factor when deciding whether to do business with a company? If you’re a customer-focused organization, you need to prioritize customer service. Ideally, call center organizations take care of the sound problem.

Customer Service 147

Customer Service Call Center Contact Center Communication 147

Magellan Solutions

SEPTEMBER 14, 2023

In today’s business environment, customer engagement plays a role in achieving success. Many companies are now turning to support services to enhance their customer interactions. Inbound support services, such as inbound telemarketing and inbound call centers, serve as tools for improving client engagement.

Customer Engagement 98

Customer Engagement Engagement e-support Call Center 98

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. I wondered how I did that.

Net Promoter Score 171

Net Promoter Score Company Customer Centricity Airlines 171

Talkdesk

JUNE 14, 2019

When it comes to retaining your agents, you need to first make sure that the call center talent you hire is the right fit for the role, equipped with the right skills, experience, personality and temperament. Handling those customer frustrations day in and day out can take a toll if you don’t have thick skin.

Tips 78

Tips Self Service Call Center Metrics 78

Beyond Philosophy

OCTOBER 28, 2014

Overlook this, however, and you are not likely to end up with the Customer focus you seek. This post is the second in a series of nine posts looking at the different parts of the organization contributing to Customer Centricity. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Customer Experience 136

Customer Experience How To Multi-Channel CEM 136

Michel Falcon Experience

FEBRUARY 19, 2016

When I was getting my career started, Zappos was fast becoming a recognized company for their customer-focused culture. Like most companies, yearly budgets are determined in Q4 of the previous year, so an impromptu trip to Henderson, Nevada for a call center agent wasn’t going to be an easy ask from my boss.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

NICE inContact

AUGUST 21, 2019

They look at organizational structures like Marketing, Sales, Support and other groups and start collecting customer interaction data within these groups. Instead, think of an approach which is more customer focused and follows the customer as they go through their entire journey from awareness, evaluation, and purchase to on-going success.

Customer Experience 136

Customer Experience Contact Center Effort Score Call Center 136

NICE inContact

AUGUST 21, 2019

They look at organizational structures like Marketing, Sales, Support and other groups and start collecting customer interaction data within these groups. Instead, think of an approach which is more customer focused and follows the customer as they go through their entire journey from awareness, evaluation, and purchase to on-going success.

Customer Experience 136

Customer Experience Contact Center Effort Score Call Center 136

COPC

APRIL 6, 2018

Many call center metrics focus on platform efficiencies like speed of answer, handle time, schedule adherence, etc. But by attempting to apply traditional call center metrics, the things being measured aren’t necessarily what matters most to customers.

Metrics 40

Metrics Customer Focused Call Center Social Media 40

ShepHyken

SEPTEMBER 22, 2020

The transition between a chatbot or any AI technology should be seamless and invisible—the customer should not be able to tell when they’re talking to a bot versus an employee. Many call centers focus on antiquated metrics that don’t ultimately best serve the customer. Simply put, customers want this!

Self Service 15

Self Service Call Center Average Handle Time Omni-Channel 15

Brad Cleveland Blog

JULY 27, 2023

The good news is research shows that employees want to know … Continue reading → The post Building Trust and Empowerment with Customer-Focused Coaching appeared first on Brad Cleveland. Many employees face coaching with nervousness and sometimes even dread.

Customer Focused 49

Customer Focused Customers Customer Service Contact Center 49

Beyond Philosophy

NOVEMBER 18, 2014

Do you allow Customers to use whatever channel they wish to communicate with you, or do you restrict them to one or two channels? The answer to this question can show how Customer centric your company is. Or they might have several channels that interact with Customers, but they are separate and many times conflicting.

Customer Centricity 129

Customer Centricity Omni-Channel Net Promoter Score Strategy 129

ShepHyken

JANUARY 11, 2023

To make the customer feel known, the employee needs to know what the customer bought in the past and how often, if they previously called for support, and more. . If you’ve followed my work, then this line should be familiar: What’s happening on the inside with employees is felt on the outside by the customer. .

Employee Experience 133

Employee Experience Customer Experience Self Service Call Center Experience 133

Beyond Philosophy

OCTOBER 28, 2014

Overlook this, however, and you are not likely to end up with the Customer focus you seek. This post is the second in a series of nine posts looking at the different parts of the organization contributing to Customer Centricity. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 120

Net Promoter Score Customer Experience CEM How To 120

ShepHyken

JULY 11, 2022

That allows you to interpret the data and use it to create a better experience for all customers. Implement These 5 Customer Experience Analytics to Upgrade Your Call Center by Emily Gregor. Aircall) Data used in customer experience analytics can be drawn from any interaction between an organization and its customers.

Customer Service 25

Customer Service Average Handle Time Metrics Social Media 25

ShepHyken

SEPTEMBER 14, 2020

Call Centers Are Out Experience Centers Are In by NobelBiz. NobelBiz) Our eBook will take an in-depth look at how trending consumer preferences are actively influencing the contact center space. It’s a short ebook on turning the call center into an experience center. Imagine that!

Customer Service 86

Customer Service Net Promoter Score eBook B2B 86