Customer Interactions
OCTOBER 31, 2013
'Duke Energy is one of the first electric power companies in the U.S. to successfully deploy PSIM for critical infrastructure protection. I had the great pleasure of interviewing Darren Myers, managing director of Enterprise Protective Services for Duke Energy, and Rocco “Rocky” Marcello, former director of Duke Energy’s Enterprise Protective Services.
Brad Cleveland Blog
OCTOBER 1, 2013
Click through these photos of aircraft paint jobs (courtesy of CNN Tavel) and try not to smile! My favorites: Kulula (This Way Up) and ANA’s panda theme. Yes, packaging matters!
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Customer Interactions
OCTOBER 10, 2013
'A rash of deadly shootings at college campuses and schools in recent years has placed security in the spotlight. By their open nature, college campuses are difficult to secure. Recent incidents are driving educational institutions to invest in security technology – and more so, in comprehensive, integrated solutions to better detect, mitigate and respond to threats.
Customer Interactions
OCTOBER 3, 2013
'During my recent pilgrimage to ASIS, I walked the floor in search of something that would capture my imagination – something refreshing and new. I walked past an inconceivable number of cameras, electro-mechanical door hardware, racks upon racks of IT servers, storage and networking hardware, and amazing X-ray scanners that can detect unusual cargo, including chemicals and radioactive material.
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Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.
Customer Interactions
OCTOBER 17, 2013
'There are few industries that spend more on physical security than retail banking. With hundreds or even thousands of branches to secure and protect, banks invest in all types of technologies, from CCTV and access control to fire alarm and vault management systems. Monitoring and managing these systems across the enterprise can be costly as well. And, mergers and acquisitions can create new complexities, as the ‘parent’ bank is faced with either absorbing the other bank’s lega
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Brad Cleveland Blog
OCTOBER 1, 2013
Click through these photos of aircraft paint jobs (courtesy of CNN Tavel) and try not to smile! My favorites: Kulula (This Way Up) and ANA’s panda theme. Yes, packaging matters!
Brad Cleveland Blog
OCTOBER 30, 2013
The Edge of Service, Issue 5: Customer Interaction is Changing the Game. Jed York, the youthful 33-year-old CEO of the San Francisco 49ers, is bringing a storied team that had fallen on hard times back to prominence. San Francisco won the NFC Championship title last year and came razor-close to winning the Super Bowl.
Brad Cleveland Blog
OCTOBER 30, 2013
The Edge of Service, Issue 5: Customer Interaction is Changing the Game. Jed York, the youthful 33-year-old CEO of the San Francisco 49ers, is bringing a storied team that had fallen on hard times back to prominence. San Francisco won the NFC Championship title last year and came razor-close to winning the Super Bowl.
Brad Cleveland Blog
OCTOBER 28, 2013
ICMI’s just-out research report, The Multichannel Agent: A 2014 Contact Center Roadmap Research Report and Best Practices Guide, reveals some interesting stats on how organizations are evolving multichannel services.
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
Brad Cleveland Blog
OCTOBER 28, 2013
ICMI’s just-out research report, The Multichannel Agent: A 2014 Contact Center Roadmap Research Report and Best Practices Guide, reveals some interesting stats on how organizations are evolving multichannel services.
Brad Cleveland Blog
OCTOBER 14, 2013
How does providing a great customer experience impact a company’s results? According to a study by Watermark Consulting, customer experience leaders generated a return three times higher on average than the S&P 500 index. Laggards trailed the index significantly. The study covers a six-year period, from 2007 through 2012.
Brad Cleveland Blog
OCTOBER 14, 2013
How does providing a great customer experience impact a company’s results? According to a study by Watermark Consulting, customer experience leaders generated a return three times higher on average than the S&P 500 index. Laggards trailed the index significantly. The study covers a six-year period, from 2007 through 2012.
Brad Cleveland Blog
OCTOBER 10, 2013
According to a recent study by Execs in the Know, most companies do not offer SMS texting as a customer assistance/service option. But customers seem to want it. According to the research, 52% of boomers (55+), 75% of millennials (18-34) and 86% of generation X (35-54) want more companies to offer the ability to interact with them by texting.
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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.
Brad Cleveland Blog
OCTOBER 10, 2013
According to a recent study by Execs in the Know, most companies do not offer SMS texting as a customer assistance/service option. But customers seem to want it. According to the research, 52% of boomers (55+), 75% of millennials (18-34) and 86% of generation X (35-54) want more companies to offer the ability to interact with them by texting.
Brad Cleveland Blog
OCTOBER 9, 2013
Here’s a snapshot of how many organizations currently provide the following service channels for customers, according to a recently-released report from the International Customer Management Institute: Phone, inbound 98% Email …
Brad Cleveland Blog
OCTOBER 9, 2013
Here’s a snapshot of how many organizations currently provide the following service channels for customers, according to a recently-released report from the International Customer Management Institute: Phone, inbound 98% Email …
Brad Cleveland Blog
OCTOBER 7, 2013
Check out this 1980’s Motorola ad for cellular telephones. “There are only a few thousand cellular phones in use right now, but that number is expected to increase considerably…” Increase it did! Here’s a snapshot of where we are in 2013 (sources: Canalys, eMarketer, Nielson, Pingdom, comScore, IEEE, Cisco): 6.8 billion mobile phone subscribers worldwide 13.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
Brad Cleveland Blog
OCTOBER 7, 2013
Check out this 1980’s Motorola ad for cellular telephones. “There are only a few thousand cellular phones in use right now, but that number is expected to increase considerably…” Increase it did! Here’s a snapshot of where we are in 2013 (sources: Canalys, eMarketer, Nielson, Pingdom, comScore, IEEE, Cisco): 6.8 billion mobile phone subscribers worldwide 13.
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