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.

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Multichannel Contact Center Multi-channel support Self service 20

Brad Cleveland Blog

JULY 12, 2017

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Brad Cleveland Blog

OCTOBER 25, 2016

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Multichannel 26

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Brad Cleveland Blog

OCTOBER 25, 2016

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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’. . Reduce On-Hold Time.

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Brad Cleveland Blog

JULY 31, 2015

These devices have the ability to sense their environment, … Continue reading → The post How Will the Internet of Things Affect Customer Service? (IoT refers to the connection of wireless devices to the Internet and to each other. 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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Telecommunications Customer Service Personalization Multi-channel support 26

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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Contact Center Coaching Call Center Multi-channel support 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.

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Contact Center Coaching Call Center Multi-channel support 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 22

Telecommunications Customer Service Personalization Multi-channel support 22

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 20

Telecommunications Customer Service Personalization Multi-channel support 20

Brad Cleveland Blog

JUNE 1, 2015

The Edge of Service™ Newsletter, Issue 12: The Keys to Social Customer Service Being part of “the conversation”—listening to customers and interacting with them where they are—was until recently a powerful differentiator. No surprise, then, that customer service and support is …

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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

JUNE 1, 2015

The Edge of Service® Newsletter, Issue 12: The Keys to Social Customer Service Being part of “the conversation”—listening to customers and interacting with them where they are—was until recently a powerful differentiator. No surprise, then, that customer service and support is …

Customer Service 20

Customer Service Multi-channel support Multichannel Contact Center 20

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, both internal and external, and generate data that can be analyzed and acted upon.

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Wireless Customer Service Multi-channel support Multichannel 24

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, both internal and external, and generate data that can be analyzed and acted upon.

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Wireless Customer Service Multi-channel support Multichannel 20

Brad Cleveland Blog

APRIL 23, 2014

It represents a serious threat to organizations that don’t evolve their services—but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. The following are important aspects of strategy and planning when building out mobile services and support: 1.

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Best practices Customer Service Multi-channel support Multichannel 20

Brad Cleveland Blog

APRIL 23, 2014

It represents a serious threat to organizations that don’t evolve their services—but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. The following are important aspects of strategy and planning when building out mobile services and support: 1.

Best practices 20

Best practices Customer Service Multi-channel support Multichannel 20

Brad Cleveland Blog

JANUARY 8, 2020

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

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Customer Care Customer centricity Multi-channel support Customer Service 26

Brad Cleveland Blog

JANUARY 8, 2020

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

Customer Care 20

Customer Care Customer centricity Multi-channel support Customer Service 20

Brad Cleveland Blog

JANUARY 8, 2020

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. GM set (and met) two aggressive goals to support their customer-centric vision.

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Customer Care Customer centricity Multi-channel support Multichannel 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? For the past three decades, I’ve been … Continue reading → The post The Edge of Service® Newsletter, Issue 20: TEDx: Thriving in an Always-On World appeared first on Brad Cleveland.

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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

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

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.

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Contact Center Analytics 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

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 20

Government Multi-channel support Multichannel Contact Center 20

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

DECEMBER 15, 2015

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

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Self service Multi-channel support Multichannel Contact Center 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. Your task is to explore our economy—jobs, what we produce, and how we hire and train people for those roles. You simply look around and take …

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Multi-channel support Multichannel Contact Center Call Center 24

Brad Cleveland Blog

SEPTEMBER 19, 2019

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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.

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Marketing Multi-channel support Multichannel Contact Center 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

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. Your task is to explore our economy—jobs, what we produce, and how we hire and train people for those roles. You simply look around and take …

Multi-channel support 20

Multi-channel support Multichannel Contact Center 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

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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