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How to Improve Customer Experience in Call Centers

ProProfs Chat

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. MORE

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FEBRUARY 4, 2020

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JANUARY 8, 2020

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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

Multichannel 24
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Multichannel Multi-channel support Contact Center Call Center 24

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

Multi-channel support 20
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Multi-channel support Contact Center Management Call Center 20

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.

Self service 20
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Self service Contact Center Multi-channel support Call Center 20

InformaTech

InformaTech

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 20
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Contact Center Multi-channel support Call Center Management 20

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.

Self service 20
More
Self service Contact Center Multi-channel support Call Center 20

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

Contact Center 20
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Contact Center Multi-channel support Management Call Center 20

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

Self service 24
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Self service Multi-channel support Contact Center Call Center 24

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

Multi-channel support 20
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Multi-channel support Contact Center Coaching Multichannel 20

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

Multi-channel support 20
More
Multi-channel support Contact Center Coaching Multichannel 20

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.”

Multi-channel support 21
More
Multi-channel support Customer Service Contact Center Call Center 21

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

Contact Center 23
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Contact Center Multi-channel support Multichannel Management 23

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

Multi-channel support 20
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Multi-channel support Multichannel Contact Center Call Center 20

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

Multi-channel support 20
More
Multi-channel support Multichannel Contact Center Call Center 20

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

Multichannel 24
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Multichannel Multi-channel support Self service Call Center 24

Building a Customer Service Ecosystem

Brad Cleveland

OCTOBER 20, 2015

Call Center Contact Center Customer Access Strategy Customer Service Leadership Multi-channel Support Videos Brad Cleveland customer access strategy leadership Nabil Doss service ecosystem

Multi-channel support 26
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Multi-channel support Customer Service Contact Center Call Center 26

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.

Contact Center 48
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Contact Center Call Center voip Airlines 48

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.

Customer centricity 20
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Customer centricity Customer Care Multi-channel support Multichannel 20

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.

Customer centricity 20
More
Customer centricity Customer Care Multi-channel support Multichannel 20

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

Multi-channel support 23
More
Multi-channel support Contact Center Management Call Center 23

Encouraging Customers to Use Self-Service Channels

Brad Cleveland

DECEMBER 15, 2015

Call Center Contact Center Customer Access Strategy Customer Service Multi-channel Support Self-service Videos Brad Cleveland customer access customer access strategy multichannel self-service

Self service 25
More
Self service Multi-channel support Multichannel Contact Center 25

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.”

Multi-channel support 20
More
Multi-channel support Customer Service Contact Center Call Center 20

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

Multi-channel support 21
More
Multi-channel support Contact Center Call Center Customer Service 21

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

Self service 20
More
Self service Multi-channel support Contact Center Call Center 20

The Contact Center’s Role in Building Self-Service Channels

Brad Cleveland

AUGUST 22, 2017

Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels. For example, the contact center can provide a wealth of information on which contacts can be automated (or handled in customer communities), and what can be done to improve customer acceptance.

Self service 26
More
Self service Contact Center Multi-channel support Call Center 26

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

Contact Center 20
More
Contact Center Multi-channel support Multichannel Management 20

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.

Contact Center 20
More
Contact Center Multi-channel support Management Quality management 20

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.

Contact Center 20
More
Contact Center Multi-channel support Management Quality management 20

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

Multi-channel support 20
More
Multi-channel support Contact Center Call Center Customer Service 20

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

Multi-channel support 20
More
Multi-channel support Contact Center Management Call Center 20

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

Multichannel 20
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Multichannel Multi-channel support Self service Call Center 20

The Edge of Service™ Newsletter, Issue 20: TEDx: Thriving in an Always-On World

Brad Cleveland

FEBRUARY 28, 2017

For the past three decades, I’ve been privileged to work with a diverse range of organizations—from small startups to national governments and multinational corporations—in shaping their customer … Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Mobile Multi-channel Support Social Media The Edge of Service Brad Cleveland Edge of Service multichannel omnichannel

Government 28
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Government Multi-channel support Multichannel Contact Center 28

Is Social Media a Risk?

Brad Cleveland

MAY 6, 2014

Call Center Contact Center Customer Service Leadership Multi-channel Support Social Media Videos leadership

Multi-channel support 20
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Multi-channel support Contact Center Call Center Customer Service 20

Is Social Media a Risk?

Brad Cleveland

MAY 6, 2014

Call Center Contact Center Customer Service Leadership Multi-channel Support Social Media Videos leadership

Multi-channel support 20
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Multi-channel support Contact Center Call Center Customer Service 20
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