Brad Cleveland Blog

AUGUST 22, 2017

Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels.

Self service 26

Self service Contact Center Multi-channel support Call Center 26

Hodusoft

MAY 17, 2024

If you are in the call center or contact center industry, you must have come across the term at least once. CTI is a technology using which contact centers and call centers can integrate their telephony and business communication systems with their computer applications. percent from USD 2071.7

Interactive Voice Response 52

Interactive Voice Response CRM Contact Center Call Center 52

Brad Cleveland Blog

FEBRUARY 4, 2020

Many organizations are learning firsthand that contact centers play a central role in encouraging and supporting low-cost access channels.

Self service 26

Self service Contact Center Multi-channel support Call Center 26

Brad Cleveland Blog

FEBRUARY 4, 2020

Many organizations are learning firsthand that contact centers play a central role in encouraging and supporting low-cost access channels.

Self service 20

Self service Contact Center Multi-channel support Call Center 20

Brad Cleveland Blog

SEPTEMBER 21, 2016

Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels.

Self service 26

Self service Contact Center Multi-channel support Call Center 26

Hodusoft

JUNE 7, 2024

Call Center Management: Challenges, Strategies, Tips, and Best Practices In today’s time, setting up a call or contact center is extremely easy. At HoduSoft , we strongly believe that call centers and contact centers should do whatever it takes to manage their daily operations as efficiently and effectively as possible.

Best practices 52

Best practices Call Center Omni-channel support Management 52

Brad Cleveland Blog

FEBRUARY 1, 2017

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

Self service 26

Self service Multi-channel support 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

AUGUST 22, 2017

Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels. Further — and paradoxically — providing agent assistance when …

Self service 21

Self service Contact Center Multi-channel support Call Center 21

Brad Cleveland Blog

AUGUST 22, 2017

Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels. Further — and paradoxically — providing agent assistance when …

Self service 20

Self service Contact Center Multi-channel support Call Center 20

Brad Cleveland Blog

SEPTEMBER 21, 2016

Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels. Further — and paradoxically — providing agent assistance when …

Self service 20

Self service Contact Center Multi-channel support Call Center 20

Brad Cleveland Blog

SEPTEMBER 21, 2016

Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels. Further — and paradoxically — providing agent assistance when …

Self service 20

Self service Contact Center Multi-channel support Call Center 20

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. Customers expect support to be available 24/7.

Omni-channel support 38

Omni-channel support Customer Service Customer Experience Multi-channel support 38

Netomi

NOVEMBER 8, 2021

Help desk software has a wide range of tools for agents to quickly and accurately access profile data, capture context, analyze sentiment, and provide shortcuts and templates to help customer service reps reply easily. The customer’s context is carried forward, regardless of the channel on which they reach out. Self-service portal.

Chatbots 52

Chatbots Enterprise Self service CRM 52

Brad Cleveland Blog

FEBRUARY 1, 2017

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Self service 20

Self service Multi-channel support Contact Center Call Center 20

Brad Cleveland Blog

FEBRUARY 1, 2017

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Self service 20

Self service Multi-channel support Contact Center Call Center 20

Brad Cleveland Blog

OCTOBER 20, 2015

Customer experience is not a program, a department, a contact center, self-service capability, or CRM system—it’s much more. It’s the result of a culture and approach that spans … Continue reading → The post Building a Customer Service Ecosystem appeared first on Brad Cleveland.

Customer Service 26

Customer Service Self service CRM Contact Center 26

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

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

DECEMBER 15, 2015

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Self service 20

Self service Multi-channel support Multichannel Contact Center 20

Brad Cleveland Blog

DECEMBER 15, 2015

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Self service 20

Self service Multi-channel support Multichannel Contact Center 20

Brad Cleveland Blog

SEPTEMBER 24, 2014

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Self service 20

Self service Multi-channel support Contact Center Call Center 20

Brad Cleveland Blog

SEPTEMBER 24, 2014

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Self service 20

Self service Multi-channel support Contact Center Call Center 20

Brad Cleveland Blog

JUNE 2, 2016

The article focuses on the financial services industry, but the principles apply to many other industries. It was great to be included in an article Telus International put together on retaining millennial customers.

Multi-channel support 26

Multi-channel support Self service Contact Center Call Center 26

Brad Cleveland Blog

OCTOBER 25, 2016

The post Building Brand Engagement with Multichannel Services appeared first on Brad Cleveland.

Multichannel 26

Multichannel Multi-channel support Self service Call Center 26

Brad Cleveland Blog

JUNE 2, 2016

The article focuses on the financial services industry, but the principles apply to many other industries. It was great to be included in an article Telus International put together on retaining millennial customers. Lindsey Groepper of BlastMedia and John Rampton of Due were also interviewed for the article. You can read it here.

Multi-channel support 20

Multi-channel support Self service Contact Center Call Center 20

Brad Cleveland Blog

JUNE 2, 2016

The article focuses on the financial services industry, but the principles apply to many other industries. It was great to be included in an article Telus International put together on retaining millennial customers. Lindsey Groepper of BlastMedia and John Rampton of Due were also interviewed for the article. You can read it here.

Multi-channel support 20

Multi-channel support Self service Contact Center Call Center 20

ProProfs Blog

JULY 29, 2020

The Journey From Single Channel to Multi-Channel Support . However, it is also true that a whopping 60% of customers prefer other channels. Is your business ready to embark on a transformational journey from a call center to a reliable contact cente r? . Encourage Self-Service With a Knowledge Base.

Call Center 128

Call Center Interactive Voice Response Customer Experience Call flow 128

Brad Cleveland Blog

OCTOBER 25, 2016

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Multichannel 20

Multichannel Multi-channel support Self service Call Center 20

Brad Cleveland Blog

OCTOBER 25, 2016

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Multichannel 20

Multichannel Multi-channel support Self service Call Center 20