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.

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Brad Cleveland Blog

MARCH 31, 2014

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Brad Cleveland Blog

MARCH 31, 2014

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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.

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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.

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Kayako

JANUARY 5, 2017

In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Yet, relatively few contact centers have focused on providing a consistent customer experience. Most consumers expect ready access to support or help.

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Brad Cleveland Blog

JANUARY 14, 2016

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

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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.

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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.

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Brad Cleveland Blog

JANUARY 27, 2015

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Brad Cleveland Blog

JANUARY 27, 2015

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Brad Cleveland Blog

JULY 12, 2017

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Brad Cleveland Blog

OCTOBER 25, 2016

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Brad Cleveland Blog

OCTOBER 25, 2016

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Brad Cleveland Blog

SEPTEMBER 19, 2019

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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.

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Brad Cleveland Blog

SEPTEMBER 19, 2019

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Brad Cleveland Blog

JUNE 28, 2018

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Brad Cleveland Blog

JUNE 28, 2018

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Brad Cleveland Blog

JANUARY 14, 2016

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Brad Cleveland Blog

JANUARY 14, 2016

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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.

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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.

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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).

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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).

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ProProfs Blog

JULY 29, 2020

This blog lists 8 actionable strategies that will help you make every support call count, right from the first hello to the final goodbye! However, before we explore these strategies, let us first understand what makes phone support ahead in the ‘race of customer support channels’. . Like they say- The more, the merrier.

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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.

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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.

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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.

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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?

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Brad Cleveland Blog

OCTOBER 3, 2018

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

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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).

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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?

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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?

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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.

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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?

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Brad Cleveland Blog

DECEMBER 15, 2015

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

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