Brad Cleveland Blog

MAY 8, 2015

How many organizations are using various contact channels? Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage in service settings. The questions included both channels supported and the percentage of total contact volume.

Multichannel 20

Multichannel Contact Center Multi-channel support Self service 20

Brad Cleveland Blog

JANUARY 6, 2015

The Edge of Service® Newsletter, Issue 11: A Multichannel World If you were to walk into an Amazon.com customer contact center, you’d see desks turned sideways so that Fire tablet support agents have a neutral background for video calls (one-way, agent-to-customer).

Multichannel 20

Multichannel Contact Center Multi-channel support Call Center 20

Brad Cleveland Blog

JANUARY 6, 2015

The Edge of Service™ Newsletter, Issue 11: A Multichannel World If you were to walk into an Amazon.com customer contact center, you’d see desks turned sideways so that Fire tablet support agents have a neutral background for video calls (one-way, agent-to-customer).

Multichannel 20

Multichannel Contact Center Multi-channel support Call Center 20

Brad Cleveland Blog

JULY 12, 2017

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Multichannel 26

Multichannel Multi-channel support Contact Center Call Center 26

Brad Cleveland Blog

OCTOBER 25, 2016

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Multichannel 26

Multichannel Multi-channel support Self service Call Center 26

Brad Cleveland Blog

JANUARY 27, 2015

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Multichannel 20

Multichannel Contact Center Multi-channel support Call Center 20

Brad Cleveland Blog

JANUARY 27, 2015

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Multichannel 20

Multichannel Contact Center Multi-channel support Call Center 20

Brad Cleveland Blog

AUGUST 13, 2015

As more smart devices become connected to the Internet, you can expect increasing impact on contact centers—beginning with the amount of data streaming into service operations. appeared first on Brad Cleveland.

Contact Center 26

Contact Center Analytics Multi-channel support Multichannel 26

Brad Cleveland Blog

JANUARY 14, 2016

The post 5 Secrets of Accurate Scheduling in Today’s Contact Center appeared first on Brad Cleveland.

Contact Center 26

Contact Center Multi-channel support Multichannel Call Center 26

Brad Cleveland Blog

JUNE 28, 2018

While meeting with Jim Rembach of Call Center Coach at ICMI’s Contact Center Expo in Orlando, we discussed how channels are likely to be approached in the future.

Contact Center 26

Contact Center Coaching Call Center Multi-channel support 26

Brad Cleveland Blog

AUGUST 13, 2015

As more smart devices become connected to the Internet, you can expect increasing impact on contact centers—beginning with the amount of data streaming into service operations. This will add to the workload of reporting and analytics teams, but will also put more customer data at the disposal of frontline agents.

Contact Center 24

Contact Center Analytics Multi-channel support Multichannel 24

Brad Cleveland Blog

SEPTEMBER 19, 2019

Recently, I was reminded of this brief interview that I recorded with Jim Rembach of Call Center Coach. We discussed how channels are likely to be approached in the future.

Contact Center 26

Contact Center Coaching Call Center Multi-channel support 26

Brad Cleveland Blog

OCTOBER 25, 2016

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Multichannel 20

Multichannel Multi-channel support Self service Call Center 20

Brad Cleveland Blog

AUGUST 13, 2015

As more smart devices become connected to the Internet, you can expect increasing impact on contact centers—beginning with the amount of data streaming into service operations. This will add to the workload of reporting and analytics teams, but will also put more customer data at the disposal of frontline agents.

Contact Center 20

Contact Center Analytics Multi-channel support Multichannel 20

Brad Cleveland Blog

SEPTEMBER 19, 2019

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Contact Center 26

Contact Center Multi-channel support Multichannel Call Center 26

Brad Cleveland Blog

JANUARY 14, 2016

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Contact Center 24

Contact Center Multi-channel support Multichannel Call Center 24

Netomi

NOVEMBER 8, 2021

The customer’s context is carried forward, regardless of the channel on which they reach out. This customer-centric mindset turns customer service teams into revenue-generating machines by providing agents with tools that can increase contact center generated revenue by up to 10%. Best practical help desk: Happyfox.

Chatbots 52

Chatbots Enterprise Self service CRM 52

Brad Cleveland Blog

JANUARY 14, 2016

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Contact Center 20

Contact Center Multi-channel support Multichannel Call Center 20

Brad Cleveland Blog

JUNE 28, 2018

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Contact Center 20

Contact Center Multi-channel support Multichannel Coaching 20

Brad Cleveland Blog

SEPTEMBER 19, 2019

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Contact Center 20

Contact Center Multi-channel support Multichannel Call Center 20

Brad Cleveland Blog

JUNE 28, 2018

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Contact Center 20

Contact Center Multi-channel support Multichannel Coaching 20

Brad Cleveland Blog

MARCH 20, 2015

If you were to walk into an Amazon.com customer contact center, you’d see desks turned sideways so that Fire tablet support agents have a neutral background for video calls (one-way, agent-to-customer).

Contact Center 24

Contact Center Multi-channel support Multichannel Call Center 24

Brad Cleveland Blog

APRIL 21, 2015

Are you considering adding video to your contact center? Video chat is an access channel that can certainly distinguish you from competitors. And with the technology barriers coming down, more companies are seriously considering adding this channel into their customer access mix.

Contact Center 22

Contact Center Technology Multi-channel support Multichannel 22

Brad Cleveland Blog

APRIL 21, 2015

Are you considering adding video to your contact center? Video chat is an access channel that can certainly distinguish you from competitors. And with the technology barriers coming down, more companies are seriously considering adding this channel into their customer access mix.

Contact Center 20

Contact Center Technology Multi-channel support Multichannel 20

Brad Cleveland Blog

MARCH 20, 2015

If you were to walk into an Amazon.com customer contact center, you’d see desks turned sideways so that Fire tablet support agents have a neutral background for video calls (one-way, agent-to-customer).

Contact Center 20

Contact Center Multi-channel support Multichannel Call Center 20

Brad Cleveland Blog

FEBRUARY 28, 2017

The Edge of Service™ Newsletter, Issue 20: TEDx: Thriving in an Always-On World Being always connected…is it a blessing or a curse? Are we in charge, or are we slaves to our smartphones?

Government 33

Government Multi-channel support Multichannel Contact Center 33

Brad Cleveland Blog

DECEMBER 15, 2015

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Self service 28

Self service Multi-channel support Multichannel Contact Center 28

Brad Cleveland Blog

JUNE 30, 2015

As the Internet of Things (IoT) and connected devices expand, the connected-home device subset of the market is seeing rapid growth. According to a report by BI Intelligence: Connected-home device shipments will grow at a compound annual rate of 67% over the next few years, and hit 1.8 billion units shipped in 2019.

Marketing 26

Marketing Multi-channel support Multichannel Contact Center 26

Brad Cleveland Blog

JULY 31, 2015

As the world becomes increasingly connected, the Internet of Things, or IoT, is becoming more prevalent. IoT refers to the connection of wireless devices to the Internet and to each other. These devices have the ability to sense their environment, … Continue reading → The post How Will the Internet of Things Affect Customer Service?

Wireless 26

Wireless Customer Service Multi-channel support Multichannel 26

Brad Cleveland Blog

OCTOBER 29, 2015

The Edge of Service® Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink Imagine dropping onto Earth from another planet.

Multi-channel support 26

Multi-channel support Multichannel Contact Center Call Center 26

Brad Cleveland Blog

DECEMBER 15, 2015

The post Encouraging Customers to Use Self-Service Channels appeared first on Brad Cleveland.

Self service 26

Self service Multi-channel support Multichannel Contact Center 26

Brad Cleveland Blog

DECEMBER 22, 2015

The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right There are an estimated 7 billion active mobile phone subscriptions today—one for every living person on the planet, according to the International Telecommunication Union (ITU).

Telecommunications 26

Telecommunications Customer Service Multi-channel support Personalization 26

Brad Cleveland Blog

JANUARY 26, 2016

The post Staffing for Mobile appeared first on Brad Cleveland.

Multi-channel support 26

Multi-channel support Multichannel Contact Center Call Center 26

Brad Cleveland Blog

FEBRUARY 28, 2017

The Edge of Service® Newsletter, Issue 20: TEDx: Thriving in an Always-On World Being always connected…is it a blessing or a curse? Are we in charge, or are we slaves to our smartphones?

Multi-channel support 26

Multi-channel support Multichannel Contact Center Call Center 26

Brad Cleveland Blog

OCTOBER 3, 2018

The post Communicating Access Alternatives to Customers appeared first on Brad Cleveland.

Multi-channel support 26

Multi-channel support Multichannel Contact Center Call Center 26

Brad Cleveland Blog

JANUARY 8, 2020

GM set (and met) two aggressive goals to support their customer-centric vision. GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year.

Customer Care 26

Customer Care Customer centricity Multi-channel support Multichannel 26

Brad Cleveland Blog

JANUARY 8, 2020

GM set (and met) two aggressive goals to support their customer-centric vision. GM recognized that customers are increasingly turning to social channels for customer service, and established a response … Goal 1: Deliver on today’s customer expectations.

Customer Care 26

Customer Care Customer centricity Multi-channel support Customer Service 26