Perhaps you’ve heard the phrase, “The contact center is not a cost center.” The idea behind that is great contact centers drive customer loyalty and revenue by creating great experiences. But that doesn’t mean that they shouldn’t be efficient or that they should be immune to cost-cutting measures. Every company should be mindful of costs. But cutting costs for the sake of cutting costs can end up *costing* a lot more in the long run.
To discuss how to cut costs responsibly, I talked with Brad Cleveland, author, speaker, and consultant known globally for his expertise in customer strategy and management. Brad was a founding partner of ICMI, International Customer Management Institute, and served as the CEO for more than a decade. His most recent book, Leading the Customer Experience: How to Chart a Course and Deliver Outstanding Results, is a guide to shaping experiences that win loyalty and deliver outstanding business results.
Brad and I discuss:
· Customer Access Strategies
· The value of cross-training / pooling
· Deflection beyond self-service
· Different methods to listen to Voice of the Customer (VOC)
· How Workforce Optimization relates to organizational culture
Connect with Brad on LinkedIn – https://www.linkedin.com/in/bradcleveland1/
Free Resources to help your organization thrive – https://www.bradcleveland.com/
Leading the Customer Experience – https://www.amazon.com/Leading-Customer-Experience-Deliver-Outstanding/dp/1789666872
Music courtesy of Big Red Horse – https://bigredhorseband.com/
Brought to you by Happitu – https://happitu.com/
