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
Brad Cleveland
MARCH 31, 2014
Call Center Contact Center Customer Service Multi-channel Support Research/Statistics Videos multichannel support center
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Brad Cleveland
MARCH 31, 2014
Call Center Contact Center Customer Service Multi-channel Support Research/Statistics Videos multichannel support center
Real Blue Sky
MARCH 6, 2023
There are many reasons to consider whether to outsource your contact center. The result is the customer service call center was seen largely as a cost center; it was part of the cost of delivering goods or services. The post Should You Outsource Your Contact Center?
Brad Cleveland
MARCH 9, 2023
Your team is juggling customer workload across channels—phone, chat, social media, et al.—and and it feels a bit … Continue reading → The post Can agents get work done between customer contacts? I know, I know. It’s busy out there.
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.”
CCNG
MAY 27, 2021
Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. Understanding the best path to follow, with the fluidity of the contact center industry, can be a daunting task.
Global Response
FEBRUARY 13, 2022
What is a contact center? A dedicated contact center for your brand. In this article, we’ll cover: what a contact center is who should use one & their benefits how to decide which type of contact center is right for you So, what is a contact center?
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.
Global Response
FEBRUARY 13, 2022
What is a Multi-Channel Contact Center? Then it might be time for you to consider a multi-channel contact center for your business. So what is a multi-channel contact center? Multi-channel contact center services.
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
CSM Magazine
MARCH 11, 2021
Contact center outsourcing has proven to be highly beneficial, but it isn’t without its faults. It is much cheaper to pay a BPO call center abroad than to hire and train an entire team on your own at home. Call spikes are probably the biggest challenge that contact centers face.
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.
Brad Cleveland
FEBRUARY 21, 2019
Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management
Brad Cleveland
FEBRUARY 21, 2019
Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management
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
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.
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.
Brad Cleveland
SEPTEMBER 1, 2017
Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland scheduling workforce management
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.
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.
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
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
Brad Cleveland
JANUARY 14, 2016
Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland multichannel workforce management
Brad Cleveland
JANUARY 14, 2016
Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland multichannel workforce management
Brad Cleveland
JANUARY 27, 2015
Call Center Contact Center Customer Service Multi-channel Support Uncategorized Videos Workforce Management Brad Cleveland multichannel workforce management
Brad Cleveland
JANUARY 27, 2015
Call Center Contact Center Customer Service Multi-channel Support Uncategorized Videos Workforce Management Brad Cleveland multichannel workforce management
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.
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.
Brad Cleveland
JANUARY 20, 2015
Call Center Contact Center Customer Access Strategy Customer Service Mobile Multi-channel Support Videos Brad Cleveland customer access customer access strategy mobile customer service strategy
Brad Cleveland
JANUARY 20, 2015
Call Center Contact Center Customer Access Strategy Customer Service Mobile Multi-channel Support Videos Brad Cleveland customer access customer access strategy mobile customer service strategy
Brad Cleveland
MARCH 16, 2017
Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland workforce management
Brad Cleveland
MARCH 16, 2017
Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland workforce management
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.
Brad Cleveland
SEPTEMBER 21, 2016
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.
Brad Cleveland
SEPTEMBER 21, 2016
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.
Brad Cleveland
JULY 12, 2017
Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Videos Brad Cleveland leadership multichannel
Brad Cleveland
MAY 10, 2016
The contact center profession has come a long way in recent years. For the most part, contact centers have learned how to deliver. They have learned the nuances of forecasting, staffing and the … Call Center Contact Center Customer Access Strategy Customer Service Leadership Multi-channel Support Brad Cleveland Call Center Management On Fast Forward customer access customer access strategy
Brad Cleveland
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.
Brad Cleveland
MAY 10, 2016
The contact center profession has come a long way in recent years. For the most part, contact centers have learned how to deliver. They have learned the nuances of forecasting, staffing and the … Call Center Contact Center Customer Access Strategy Customer Service Leadership Multi-channel Support Brad Cleveland Call Center Management On Fast Forward customer access customer access strategy
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