Best Practices in Multi-Channel Support
Brad Cleveland
MARCH 31, 2014
Call Center Contact Center Customer Service Multi-channel Support Research/Statistics Videos multichannel support center
20 
Best Practices in Multi-Channel Support
Brad Cleveland
MARCH 31, 2014
Call Center Contact Center Customer Service Multi-channel Support Research/Statistics Videos multichannel support center
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Can agents get work done between customer contacts?
Brad Cleveland
MARCH 9, 2023
Your team is juggling customer workload across channels—phone, chat, social media, et al.—and Call Center Contact Center Customer Access Strategy Customer Service Multi-channel Support Organization and Culture Workforce Management Brad Cleveland customer access strategy workforce management
Forecasting the Contact Center Workload
Brad Cleveland
JANUARY 19, 2023
Everything to do with getting resources right in a contact center begins with forecasting, predicting what the workload will be. Call Center Contact Center Customer Relationships Customer Service LinkedIn Learning Multi-channel Support Workforce Management
Building the “Frictionless” Organization—an Interview with Bill Price
Brad Cleveland
JANUARY 24, 2023
Bill Price is a longtime friend and industry colleague in the customer service space. Bill was Amazon’s first global vice president of customer service and is the founder and president of the consulting firm Driva Solutions.
What is a call center?
Global Response
FEBRUARY 13, 2022
What Is a Call Center? Call centers are a staple customer service resource for businesses large and small—and demand is growing. In the US alone, there are hundreds of thousands of call center jobs. But what is a call center? Contact Center
5 Tenets of Inbound Call Center Outsourcing That Are Still Relevant in 2021
Blueship Call Center
JUNE 30, 2021
Inbound call centers are a crucial component of modern-day business operations. In today’s highly competitive world, any mistake in your call center strategy can be detrimental to your business. Nowadays, customers have way too many options to choose from and they will drop you as your supplier at the first glimpse of inefficiency or dishonesty or lack of support. The Most Important Tenets of Call Center Outsourcing. Multi-Channel Support.
How to Improve Customer Experience in Call Centers
ProProfs Blog
JULY 29, 2020
From the first telephone call made by Alexander Graham Bell in 1876 to the billions of phone calls that connect people every day, we’ve come a long way. So, how do you take your phone support operations from ‘average’ to ‘awesome’? Personalize Every Single Call.
The Pros and Cons of Virtual Queues
Brad Cleveland
NOVEMBER 11, 2021
Many contact centers are grappling with labor shortages, surging workloads, or a brutal combination of both. The resource mismatches have resulted in long wait times and frustration for customers, and high occupancy and burnout for agents.
What is Call Center Management? Need, Metrics, and Best Practices
Hodusoft
DECEMBER 28, 2022
What is Call Center Management? Call center management backed by cutting-edge call center technologies helps managers oversee their teams and be on top of things. What is call center management? Why do businesses need call center management?
Three Immutable Laws of Contact Centers
Brad Cleveland
FEBRUARY 9, 2022
There are three immutable laws at work in contact centers that you must keep in mind. Find more videos about contact centers in my LinkedIn Learning course “Managing a Customer Contact Center.” They’re always present.
Contact Center Future Shock: Channels May Become Part of Our Past
Brad Cleveland
SEPTEMBER 19, 2019
Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Videos Brad Cleveland customer experience customer relationships multichannel
5 Secrets of Accurate Scheduling in Today’s Contact Center
Brad Cleveland
FEBRUARY 21, 2019
Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management
5 Secrets of Accurate Scheduling in Today’s Contact Center
Brad Cleveland
FEBRUARY 21, 2019
Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management
Contact Center Future Shock: Channels May Become Part of Our Past
Brad Cleveland
SEPTEMBER 19, 2019
Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Videos Brad Cleveland customer experience customer relationships multichannel
The Contact Center’s Role in Building Self-Service
Brad Cleveland
FEBRUARY 4, 2020
Many organizations are learning firsthand that contact centers play a central role in encouraging and supporting low-cost access channels.
Improving the Accuracy of Schedules
Brad Cleveland
MARCH 16, 2017
Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland workforce management
Improving the Accuracy of Schedules
Brad Cleveland
MARCH 16, 2017
Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland workforce management
GM Leverages AI in Social Customer Care
Brad Cleveland
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.
5 Secrets of Accurate Scheduling in Today’s Contact Center
Brad Cleveland
SEPTEMBER 1, 2017
Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland scheduling workforce management
Building Brand Engagement with Multichannel Services
Brad Cleveland
JULY 12, 2017
Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Videos Brad Cleveland leadership multichannel
Contact Center Future Shock: Channels May Become Part of Our Past
Brad Cleveland
JUNE 28, 2018
Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Videos Brad Cleveland Call Center Coach customer access customer access strategy Jim Rembach multichannel
Contact Center Future Shock: Channels May Become Part of Our Past
Brad Cleveland
JUNE 28, 2018
Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Videos Brad Cleveland Call Center Coach customer access customer access strategy Jim Rembach multichannel
Article on Customer Service Trends
Brad Cleveland
AUGUST 2, 2019
If these are issues on your mind for the future of your customer service center, … Call Center Contact Center Customer Service Leadership Multi-channel Support Research/Statistics Social Media ai artificial intelligence Brad Cleveland leadership strategySam Del Rowe recently wrote an article for www.destinationcrm.com titled “The Top Customer Service Trends: Building Better Service Beyond Voice.”
The Contact Center’s Role in Building Self-Service
Brad Cleveland
FEBRUARY 4, 2020
Many organizations are learning firsthand that contact centers play a central role in encouraging and supporting low-cost access channels. For example, the contact center can provide a wealth of information about which contacts can be automated or handled in customer communities, and what can be done to improve customer acceptance of this type of handling.
Communicating Access Alternatives to Customers
Brad Cleveland
OCTOBER 3, 2018
Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Social Media Videos Brad Cleveland customer access customer access strategy customer experience customer relationships multichannel
Communicating Access Alternatives to Customers
Brad Cleveland
OCTOBER 3, 2018
Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Social Media Videos Brad Cleveland customer access customer access strategy customer experience customer relationships multichannel
Encouraging Customers to Use Self-Service
Brad Cleveland
FEBRUARY 1, 2017
Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Self-service Videos Brad Cleveland customer experience customer relationships self-service
5 Secrets of Accurate Scheduling in Today’s Contact Center
Brad Cleveland
JANUARY 14, 2016
Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland multichannel workforce management
Encouraging Customers to Use Self-Service
Brad Cleveland
FEBRUARY 1, 2017
Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Self-service Videos Brad Cleveland customer experience customer relationships self-service
CX: The Shift from Call Center to Contact Center
Revation Systems
JANUARY 12, 2018
In today’s instantaneous world of communications, this rings truer than ever as consumers expect high-quality experiences stemming from seamlessly connected channels, anytime and anywhere. Thus, leading the way for call centers to be considered so much more. For example, if a distressed airline passenger has a grievance today, they’re less likely to call a customer support number than they are to Tweet at the airline company’s profile outlining their issue.
5 Secrets of Accurate Scheduling in Today’s Contact Center
Brad Cleveland
JANUARY 14, 2016
Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland multichannel workforce management
Article on Customer Service Trends
Brad Cleveland
AUGUST 2, 2019
If these are issues on your mind for the future of your customer service center, … Call Center Contact Center Customer Service Leadership Multi-channel Support Research/Statistics Social Media ai artificial intelligence Brad Cleveland leadership strategySam Del Rowe recently wrote an article for www.destinationcrm.com titled “The Top Customer Service Trends: Building Better Service Beyond Voice.”
GM Leverages AI in Social Customer Care
Brad Cleveland
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. Goal 1: Deliver on today’s customer expectations.
eCornell Videos: Delivering Consistent Service
Brad Cleveland
NOVEMBER 4, 2016
Call Center Contact Center Customer Access Strategy Customer Service Leadership Multi-channel Support Videos Brad Cleveland customer access customer access strategy
eCornell Videos: Delivering Consistent Service
Brad Cleveland
NOVEMBER 4, 2016
Call Center Contact Center Customer Access Strategy Customer Service Leadership Multi-channel Support Videos Brad Cleveland customer access customer access strategy
Improving the Accuracy of Schedules
Brad Cleveland
SEPTEMBER 15, 2015
Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland scheduling workforce management
Building Brand Engagement with Multichannel Services
Brad Cleveland
OCTOBER 25, 2016
Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Self-service Videos Brad Cleveland Call Center Management On Fast Forward customer access customer access strategy customer experience customer relationships multichannel
Improving the Accuracy of Schedules
Brad Cleveland
SEPTEMBER 15, 2015
Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland scheduling workforce management
The Best Managed Contact Centers: #7 – They View the Contact Center as a Total Process ?
Brad Cleveland
FEBRUARY 14, 2019
Contact centers that consistently get the best results view the operation as a total process. This viewpoint takes many forms: Ensure that everyone in the contact center, and those with key supporting roles outside the center, have a basic understanding of how contact centers operate.
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