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 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.
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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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Incorporating generative AI (gen AI) into your sales process can speed up your wins through improved efficiency, personalized customer interactions, and better informed decision- making. Gen AI is a game changer for busy salespeople and can reduce time-consuming tasks, such as customer research, note-taking, and writing emails, and provide insightful data analysis and recommendations.
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 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.
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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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.
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.
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Preparing for impactful coaching sessions shouldn't be a bottleneck to success. "Innovation Insight: Coaching Tech to Boost Customer Service Performance" from Gartner shows practical ways to turn this around. In the research, Gartner found that “customer service and support supervisors, who are responsible for coaching, often lack availability and only spend an average of 30% of their time on it.” 1 We believe this valuable resource offers an objective look at how technology can facilitate more
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.
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 …
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
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.
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.
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!
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
Join this brand new webinar with Tim Buteyn to learn how you can master the art of remote onboarding! By the end of this session, you'll understand how to: Craft a Tailored Onboarding Checklist 📝 Develop a comprehensive, customized checklist that ensures every new hire has a smooth transition into your company, no matter where they are in the world.
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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