Building Brand Engagement with Multichannel Services
Brad Cleveland Blog
OCTOBER 25, 2016
The post Building Brand Engagement with Multichannel Services appeared first on Brad Cleveland.
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The Edge of Service® Newsletter, Issue 11: A Multichannel World
Brad Cleveland Blog
JANUARY 6, 2015
The Edge of Service® Newsletter, Issue 11: A Multichannel World 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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The Edge of Service™ Newsletter, Issue 11: A Multichannel World
Brad Cleveland Blog
JANUARY 6, 2015
The Edge of Service™ Newsletter, Issue 11: A Multichannel World 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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Multichannel Contact Centers, by the Numbers
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 Centers, by the Numbers
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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How to Improve Customer Experience in Call Centers
ProProfs Blog
JULY 29, 2020
So, how do you take your phone support operations from ‘average’ to ‘awesome’? This blog lists 8 actionable strategies that will help you make every support call count, right from the first hello to the final goodbye! In a Multichannel World Why Phone Support is Still Relevant? Table of Contents [ Hide ].
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Building Brand Engagement with Multichannel Services
Brad Cleveland Blog
OCTOBER 25, 2016
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Building Brand Engagement with Multichannel Services
Brad Cleveland Blog
OCTOBER 25, 2016
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Contact Center Future Shock: Channels May Become Part of Our Past
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.
GM Leverages AI in Social Customer Care
Brad Cleveland Blog
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.
GM Leverages AI in Social Customer Care
Brad Cleveland Blog
JANUARY 8, 2020
GM set (and met) two aggressive goals to support their customer-centric vision. GM recognized that customers are increasingly turning to social channels for customer service, and established a response … Goal 1: Deliver on today’s customer expectations.
Four Best Practices in Mobile Customer Service
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.
Four Best Practices in Mobile Customer Service
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.
GM Leverages AI in Social Customer Care
Brad Cleveland Blog
JANUARY 8, 2020
GM set (and met) two aggressive goals to support their customer-centric vision. GM recognized that customers are increasingly turning to social channels for customer service, and established a response … Goal 1: Deliver on today’s customer expectations.
Communicating Access Alternatives to Customers
Brad Cleveland Blog
OCTOBER 3, 2018
The post Communicating Access Alternatives to Customers appeared first on Brad Cleveland.
The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right
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).
How Will the Internet of Things Impact Contact Centers?
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.
How Will the Internet of Things Affect Customer Service?
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, … Continue reading → The post How Will the Internet of Things Affect Customer Service?
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Encouraging Customers to Use Self-Service Channels
Brad Cleveland Blog
DECEMBER 15, 2015
The post Encouraging Customers to Use Self-Service Channels appeared first on Brad Cleveland.
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The Edge of Service™ Newsletter, Issue 15: Getting Mobile Customer Service Right
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).
The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right
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).
How Will the Internet of Things Impact Contact Centers?
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.
How Will the Internet of Things Affect Customer Service?
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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Home-Connected Devices to See Explosive Growth
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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20 How Will the Internet of Things Impact Contact Centers?
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.
How Will the Internet of Things Affect Customer Service?
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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20 The Edge of Service™ Newsletter, Issue 12: The Keys to Social Customer Service
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. But it’s now becoming a competitive necessity.
Home-Connected Devices to See Explosive Growth
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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The Edge of Service® Newsletter, Issue 12: The Keys to Social Customer Service
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. But it’s now becoming a competitive necessity.
Implementing Video Chat?
Brad Cleveland Blog
APRIL 21, 2015
Are you considering adding video to your contact center? Video chat is an access channel that can certainly distinguish you from competitors. And with the technology barriers coming down, more companies are seriously considering adding this channel into their customer access mix.
Implementing Video Chat?
Brad Cleveland Blog
APRIL 21, 2015
Are you considering adding video to your contact center? Video chat is an access channel that can certainly distinguish you from competitors. And with the technology barriers coming down, more companies are seriously considering adding this channel into their customer access mix.
Staffing for Mobile
Brad Cleveland Blog
JANUARY 26, 2016
The post Staffing for Mobile appeared first on Brad Cleveland.
Contact Center Future Shock: Channels May Become Part of Our Past
Brad Cleveland Blog
JUNE 28, 2018
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Contact Center Future Shock: Channels May Become Part of Our Past
Brad Cleveland Blog
JUNE 28, 2018
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Encouraging Customers to Use Self-Service Channels
Brad Cleveland Blog
DECEMBER 15, 2015
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Encouraging Customers to Use Self-Service Channels
Brad Cleveland Blog
DECEMBER 15, 2015
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