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 21

Contact Center Analytics Multi-channel support Multichannel 21

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

JULY 12, 2017

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Multichannel 21

Multichannel Multi-channel support Contact Center Call Center 21

Brad Cleveland Blog

OCTOBER 25, 2016

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Multichannel Multi-channel support Self service Call Center 21

Brad Cleveland Blog

OCTOBER 25, 2016

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Multichannel Multi-channel support Self service Call Center 20

Hodusoft

FEBRUARY 8, 2024

This blog post explores how a sophisticated communication system such as HoduCC contact center software can coordinate and unify communication across multiple devices and channels and ensure the success of MSPs. Improved Client Engagement Clients expect a consistent and responsive experience. Read on and thank us later.

Contact center software 52

Contact center software Contact Center Multi-channel support Analytics 52

Brad Cleveland Blog

SEPTEMBER 19, 2019

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Contact Center Multi-channel support Multichannel Call Center 26

Brad Cleveland Blog

SEPTEMBER 19, 2019

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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’. . Table of Contents [ Hide ].

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Call Center Interactive Voice Response Customer Experience Call flow 128

Brad Cleveland Blog

JUNE 28, 2018

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Contact Center Multi-channel support Multichannel Coaching 20

Brad Cleveland Blog

JUNE 28, 2018

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Contact Center 20

Contact Center Multi-channel support Multichannel Coaching 20

Kayako

JANUARY 5, 2017

In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Yet, relatively few contact centers have focused on providing a consistent customer experience. Most consumers expect ready access to support or help.

Omni-channel support 38

Omni-channel support Customer Service Customer Experience Multi-channel support 38

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.

Customer Care 26

Customer Care Customer centricity Multi-channel support Multichannel 26

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. Goal 1: Deliver on today’s customer expectations.

Customer Care 26

Customer Care Customer centricity Multi-channel support Customer Service 26

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. Goal 1: Deliver on today’s customer expectations.

Customer Care 20

Customer Care Customer centricity Multi-channel support Customer Service 20

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?

Multi-channel support 26

Multi-channel support Multichannel Contact Center Call Center 26

Brad Cleveland Blog

OCTOBER 3, 2018

The post Communicating Access Alternatives to Customers appeared first on Brad Cleveland.

Multi-channel support 26

Multi-channel support Multichannel Contact Center Call Center 26

Brad Cleveland Blog

MAY 19, 2014

Both remind us that we must work hard to create consistency across customer contact channels, especially emerging mobile channels. 2% of organizations, as of 2013, had adequate technologies and processes in place to provide a consistent customer experience across …

Customer Support 20

Customer Support Technology Multi-channel support Customer Experience 20

Brad Cleveland Blog

MAY 19, 2014

Both remind us that we must work hard to create consistency across customer contact channels, especially emerging mobile channels. 2% of organizations, as of 2013, had adequate technologies and processes in place to provide a consistent customer experience across …

Customer Support 20

Customer Support Technology Multi-channel support Customer Experience 20

Brad Cleveland Blog

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 … Are we in charge, or are we slaves to our smartphones?

Government 26

Government Multi-channel support Multichannel Contact Center 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 26

Telecommunications Customer Service Personalization Multi-channel support 26

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? As the world becomes increasingly connected, the Internet of Things, or IoT, is becoming more prevalent. appeared first on Brad Cleveland.

Wireless 26

Wireless Customer Service Multi-channel support Multichannel 26

Brad Cleveland Blog

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 … Are we in charge, or are we slaves to our smartphones?

Government 20

Government Multi-channel support Multichannel Contact Center 20

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

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

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.

Wireless 21

Wireless Customer Service Multi-channel support Multichannel 21

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.

Customer Service 21

Customer Service Multi-channel support Multichannel Contact Center 21

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.

Wireless 20

Wireless Customer Service Multi-channel support Multichannel 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. But it’s now becoming a competitive necessity.

Customer Service 20

Customer Service Multi-channel support Multichannel Contact Center 20

Brad Cleveland Blog

JANUARY 26, 2016

The post Staffing for Mobile appeared first on Brad Cleveland.

Multi-channel support 26

Multi-channel support Multichannel Contact Center Call Center 26

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

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

OCTOBER 3, 2018

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Multi-channel support Multichannel Contact Center Call Center 20

Brad Cleveland Blog

OCTOBER 3, 2018

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Netomi

NOVEMBER 8, 2021

Modern help desk platforms have rich data and reporting so you can track response time, average handle time, first response rate and other key customer service KPIs. . Every company that prioritizes their customer experience should consider a help desk, even small businesses. Do small businesses need to use a help desk?

Chatbots 52

Chatbots Enterprise Self service CRM 52

Brad Cleveland Blog

JANUARY 26, 2016

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Multi-channel support Multichannel Contact Center Call Center 21

Brad Cleveland Blog

JANUARY 26, 2016

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Multi-channel support Multichannel Contact Center Call Center 20