Best Practices in Multi-Channel Support

Brad Cleveland

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Contact Center Future Shock: Channels May Become Part of Our Past

Brad Cleveland

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Building Brand Engagement with Multichannel Services

Brad Cleveland

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5 Secrets of Accurate Scheduling in a Multichannel Contact Center

Brad Cleveland

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Building Brand Engagement with Multichannel Services

Brad Cleveland

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Multichannel Contact Centers, by the Numbers

Brad Cleveland

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.

5 Secrets of Accurate Scheduling in Today’s Contact Center

Brad Cleveland

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GM Leverages AI in Social Customer Care

Brad Cleveland

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.

Communicating Access Alternatives to Customers

Brad Cleveland

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How Will the Internet of Things Impact Contact Centers?

Brad Cleveland

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.

Encouraging Customers to Use Self-Service Channels

Brad Cleveland

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The Edge of Service™ Newsletter, Issue 11: A Multichannel World

Brad Cleveland

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).

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

Brad Cleveland

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?

Measuring Social Interactions

Brad Cleveland

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Communicating Access Alternatives to Customers

Brad Cleveland

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Staffing for Mobile

Brad Cleveland

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How Many Concurrent Chat Sessions Should Agents Handle

Brad Cleveland

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Developing a Mobile Customer Access Strategy

Brad Cleveland

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So Many Ways to Interact with Customers

Brad Cleveland

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).

Home-Connected Devices to See Explosive Growth

Brad Cleveland

Connected-home device shipments comprise about 25% of … Call Center Contact Center Customer Access Strategy Customer Service Multi-channel Support Research/Statistics BI Intelligence Brad Cleveland connected-home devices customer access customer access strategy Internet of Things multichannel

The Edge of Service™ Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink

Brad Cleveland

You simply look around and take … Call Center Contact Center Customer Service Leadership Multi-channel Support Organization and Culture The Edge of Service Brad Cleveland hiring Jon Wolske leadership multichannel zappos

How Will the Internet of Things Affect Customer Service?

Brad Cleveland

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.

The Edge of Service™ Newsletter, Issue 15: Getting Mobile Customer Service Right

Brad Cleveland

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 12: The Keys to Social Customer Service

Brad Cleveland

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

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.

Four Best Practices in Mobile Customer Service

Brad Cleveland

The following are important aspects of strategy and planning when building out mobile services and support: 1. Mobile is developing at lightning speed—literally by the day.

Consistency Across Channels: We've Got a Long Way to Go

Brad Cleveland

A recent report from Gartner highlights the following insights about customer support – one about the past, one about the future. Both remind us that we must work hard to create consistency across customer contact channels, especially emerging mobile channels.

Forecasting and Staffing for New Channels

Brad Cleveland

As mobile and social open up new channels and new types of contacts, it’s critical to forecast and staff for evolving workloads. In this example, the organization handles interactions as … Call Center Contact Center Customer Service Mobile Multi-channel Support Workforce Management mobile customer service multichannel workforce management

Customer Service Trends 2017: An Effortless Customer Experience is Vital for Loyalty

Kayako

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.