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Brad Cleveland
Brad Cleveland is an author, public speaker, and consultant who focuses on customer experience, call centers / contact centers, technical support centers, social media, and other customer-facing environments. He was one of two initial partners in ICMI (International Customer Management Institute), joining founder Gordon F. MacPherson, Jr. in 1991. Cleveland was a majority shareholder and served as president and CEO of ICMI from 1996 through June 2008 when ICMI became part of London-based United Business Media. He is author/editor of eight books, including ''Contact Center Management on Fast Forward: Succeeding in the New Era of Customer Experience'', which is used in universities and corporate training programs around the world. In 2021, he authored ''Leading the Customer Experience: How to Chart a Course and Deliver Outstanding Results''. During Cleveland's time as CEO, ICMI expanded its international presence, launched industry membership, developed a management level certific ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Customer Experience
Customer experience, sometimes abbreviated to CX, is the totality of cognitive, affective, sensory, and behavioral responses of a customer during all stages of the consumption process including pre-purchase, consumption, and post-purchase stages. Different dimensions of customer experience include senses, emotions, feelings, perceptions, cognitive evaluations, involvement, memories, as well as spiritual components, and behavioral intentions. The pre-consumption anticipation experience can be described as the amount of pleasure or displeasure received from savoring future events, while the remembered experience is related to a recollection of memories about previous events and experiences of a product or service. Definitions According to Forrester Research (via ''Fast Company)'', the foundational elements of a remarkable customer experience consist of six key disciplines, beginning with strategy, customer understanding, design, measurement, governance and culture. A com ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Call Center
A call centre (English in the Commonwealth of Nations, Commonwealth spelling) or call center (American English, American spelling; American and British English spelling differences#-re, -er, see spelling differences) is a managed capability that can be centralised or remote that is used for receiving or transmitting a large volume of enquiries by telephone. An inbound call centre is operated by a company to administer incoming product or service support or information inquiries from consumers. Outbound call centres are usually operated for sales purposes such as telemarketing, for solicitation of charitable or political donations, debt collection, market research, emergency notifications, and urgent/critical needs blood banks. A contact centre is a further extension of call centres telephony based capabilities, administers centralised handling of individual communications, including Letter (message), letters, faxes, live support software, social media, instant message, and email ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Contact Centre (business)
A call centre ( Commonwealth spelling) or call center ( American spelling; see spelling differences) is a managed capability that can be centralised or remote that is used for receiving or transmitting a large volume of enquiries by telephone. An inbound call centre is operated by a company to administer incoming product or service support or information inquiries from consumers. Outbound call centres are usually operated for sales purposes such as telemarketing, for solicitation of charitable or political donations, debt collection, market research, emergency notifications, and urgent/critical needs blood banks. A contact centre is a further extension of call centres telephony based capabilities, administers centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and email. A call center was previously seen as an open workspace for call center agents, with workstations that included a computer ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Social Media
Social media are interactive technologies that facilitate the Content creation, creation, information exchange, sharing and news aggregator, aggregation of Content (media), content (such as ideas, interests, and other forms of expression) amongst virtual communities and Network virtualization, networks. Common features include: * Online platforms enable users to create and share content and participate in social networking. * User-generated content—such as text posts or comments, digital photos or videos, and data generated through online interactions. * Service-specific profiles that are designed and maintained by the List of social networking services, social media organization. * Social media helps the development of online social networks by connecting a User profile, user's profile with those of other individuals or groups. The term ''social'' in regard to media suggests platforms enable communal activity. Social media enhances and extends human networks. Users access so ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
United Business Media
UBM plc was a British business-to-business (B2B) events organiser headquartered in London, England, before its acquisition by Informa in 2018. It had a long history as a Multinational corporation, multinational media company. Its main focus was on B2B events, but its principal operations included live media and business-to-business communications, marketing services and data provision, and it principally served the technology, healthcare, trade and transport, ingredients and fashion industries. UBM was listed on the London Stock Exchange and was a constituent of the FTSE 250 Index. History Newspaper interests The history of the companies that made up UBM stretches back almost two hundred years. Up until its acquisition UBM businesses published many titles that were launched in the 19th century, including ''Building'' magazine, launched in 1843 by Joseph Hansom, as well as ''Chemist & Druggist''. The company was founded in 1918 as United Newspapers by David Lloyd George to acqu ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Kogan Page
Kogan Page is an independent publishing company founded in 1967 and headquartered in London, with branches in New York and New Delhi. Kogan Page specialises in business books and digital content, with over 1,000 titles published in key subject areas. The company's Managing Director is Helen Kogan and the publishing house is home to a number of authors. In 2007, Kogan Page's founder, Philip Kogan, was recognised with an IPG Lifetime Achievement Award. Kogan died from pneumonia on 24 December 2022, at the age of 92. Publishing areas and partners The company operates internationally and publishes in eight key areas: accounting, finance and banking; business and management; digital and technology; human resources, learning and development; marketing and communications; risk and compliance; skills, careers and employability; logistics, supply chains and operations. Kogan Page's publishing partners include the Chartered Institute of Personnel and Development, the Chartered Institute ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
TED (conference)
TED Conferences, LLC (Technology, Entertainment, Design) is an American-Canadian non-profit media organization that posts international talks online for free distribution under the slogan "Ideas Change Everything" (previously "Ideas Worth Spreading"). It was founded by Richard Saul Wurman and Harry Marks (broadcast designer), Harry Marks in February 1984 as a technology conference, in which Mickey Schulhof gave a demo of the compact disc that was invented in October 1982. Its main conference has been held annually since 1990. It covers almost all topics—from science to business to list of global issues, global issues—in more than 100 languages. TED's early emphasis was on technology and design, consistent with its Silicon Valley origins. It later broadened to include scientific, cultural, political, humanitarian, and academic topics. It has been curated by Chris Anderson (entrepreneur), Chris Anderson, a British-American businessman, through the non-profit TED Foundation sin ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Living People
Purpose: Because living persons may suffer personal harm from inappropriate information, we should watch their articles carefully. By adding an article to this category, it marks them with a notice about sources whenever someone tries to edit them, to remind them of WP:BLP (biographies of living persons) policy that these articles must maintain a neutral point of view, maintain factual accuracy, and be properly sourced. Recent changes to these articles are listed on Special:RecentChangesLinked/Living people. Organization: This category should not be sub-categorized. Entries are generally sorted by family name In many societies, a surname, family name, or last name is the mostly hereditary portion of one's personal name that indicates one's family. It is typically combined with a given name to form the full name of a person, although several give .... Maintenance: Individuals of advanced age (over 90), for whom there has been no new documentation in the last ten ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
