Altivon

SEPTEMBER 28, 2017

Yesterday Altivon sponsored the first in a series of healthcare related webinars focused on patient experience and the contact center. Contact Center Optimization. Leaden presented contact center optimization in three phases—the latest of which began in 2006. Growth Patterns. The Evidence is There.

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Healthcare Contact Center Chief Customer Officer Multi-channel support 40

Vcaretec

SEPTEMBER 11, 2023

Businesses may provide excellent, dependable, and consistent customer service through their outsourced contact centers when these two factors are in perfect balance. Every client is treated as a partner at the Vcaretec Call center , and we always strive to uphold a high quality of performance.

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outsourcing Call Center Multi-channel support Calibration 52

Brad Cleveland Blog

SEPTEMBER 29, 2023

Let’s take a look at leveraging your AI-powered customer support strategy. Those … Continue reading → The post How to Leverage Your AI-Powered Customer Support Strategy appeared first on Brad Cleveland. This fixed-pie thinking can be limiting out of the gate.

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Customer Support Multi-channel support Contact Center Call Center 26

Brad Cleveland Blog

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

Contact Center Management Multi-channel support Quality management 20

Brad Cleveland Blog

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

Contact Center Management Multi-channel support Quality management 20

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.

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Contact Center Coaching Call Center Multi-channel support 26

Brad Cleveland Blog

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. Customer expectations are high, and for good reason.

Contact Center 26

Contact Center Management Multi-channel support Call Center 26

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. appeared first on Brad Cleveland.

Contact Center 26

Contact Center Analytics Multi-channel support Multichannel 26

Global Response

FEBRUARY 13, 2022

What is a contact center? Whether you’re trying to grow your business through new acquisition strategies, scaling up your products or converting existing customers into loyal ones, there’s no doubt that having exceptional service and care is a major driver of customer satisfaction and repeat purchases. Types of contact centers.

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Contact Center Automotive Banking outsourcing 62

Brad Cleveland Blog

MAY 20, 2016

Customer access strategies are like business plans in that some are well documented and others exist only in pieces and in the heads of various managers. But there are standout examples of plans … Continue reading → The post Documenting Your Customer Access Strategy appeared first on Brad Cleveland.

Multi-channel support 26

Multi-channel support Management Call Center Contact Center 26

Brad Cleveland Blog

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. Customer expectations are high, and for good reason. Collectively, they have invested billions in equipment, networks and software. They have spent untold hours training and equipping people.

Contact Center 21

Contact Center Management Multi-channel support Call Center 21

Brad Cleveland Blog

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. Customer expectations are high, and for good reason. Collectively, they have invested billions in equipment, networks and software. They have spent untold hours training and equipping people.

Contact Center 20

Contact Center Management Multi-channel support Call Center 20

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

MAY 20, 2016

Customer access strategies are like business plans in that some are well documented and others exist only in pieces and in the heads of various managers. Too often, the latter is the case. But there are standout examples of plans that are effective and up to date.

Wireless 20

Wireless Multi-channel support Management Call Center 20

Brad Cleveland Blog

MAY 20, 2016

Customer access strategies are like business plans in that some are well documented and others exist only in pieces and in the heads of various managers. Too often, the latter is the case. But there are standout examples of plans that are effective and up to date.

Wireless 20

Wireless Multi-channel support Management Call Center 20

Brad Cleveland Blog

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.

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Wait times Contact Center Multi-channel support Call Center 29

Brad Cleveland Blog

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.

Wait times 26

Wait times Contact Center Multi-channel support Call Center 26

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.

Multichannel 20

Multichannel Contact Center Multi-channel support Self service 20

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.

Multichannel 20

Multichannel Contact Center Multi-channel support Self service 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. That’s where the right contact center software can help. Read on and thank us later.

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Contact center software Contact Center Multi-channel support Analytics 52

Brad Cleveland Blog

AUGUST 22, 2017

Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels.

Self service 26

Self service Contact Center Multi-channel support Call Center 26

Brad Cleveland Blog

AUGUST 31, 2023

AI is dramatically transforming customer service. The opportunities – and risks – are unprecedented. As we leap into the future, literally by the day, how do you ensure your organization is keeping up?

Customer Service 52

Customer Service Multi-channel support Contact Center Call Center 52

Brad Cleveland Blog

AUGUST 22, 2017

Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels. Further — and paradoxically — providing agent assistance when …

Self service 22

Self service Contact Center Multi-channel support Call Center 22

Brad Cleveland Blog

JUNE 28, 2018

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Contact Center 20

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

Brad Cleveland Blog

AUGUST 3, 2023

The experiences that customers have with any organization—not just yours or others in your industry—shape their perceptions. So you’ve got to continually revisit what good service means. For customer experience leaders, this can seem like a daunting challenge. Fortunately, it’s … Continue reading → The post What Is Good Service?

Multi-channel support 48

Multi-channel support Customer Experience Contact Center Call Center 48

Brad Cleveland Blog

AUGUST 22, 2017

Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels. Further — and paradoxically — providing agent assistance when …

Self service 20

Self service Contact Center Multi-channel support Call Center 20

Brad Cleveland Blog

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. appeared first on Brad Cleveland.

Chatbots 49

Chatbots Multi-channel support Contact Center Call Center 49

Brad Cleveland Blog

SEPTEMBER 21, 2016

Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels. Further — and paradoxically — providing agent assistance when …

Self service 21

Self service Contact Center Multi-channel support Call Center 21

Brad Cleveland Blog

AUGUST 2, 2019

In the article, Mike de la Cruz of Directly and I provide insight into artificial intelligence (AI), omnichannel strategies, and … Continue reading → The post Article on Customer Service Trends appeared first on Brad Cleveland.

Customer Service 26

Customer Service Multi-channel support Contact Center Call Center 26

Brad Cleveland Blog

SEPTEMBER 21, 2016

Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels. Further — and paradoxically — providing agent assistance when …

Self service 20

Self service Contact Center Multi-channel support Call Center 20

Brad Cleveland Blog

OCTOBER 20, 2015

Customer experience is not a program, a department, a contact center, self-service capability, or CRM system—it’s much more. It’s an ecosystem, comprised of many components that must seamlessly work together.

Customer Service 26

Customer Service Self service CRM Contact Center 26

Brad Cleveland Blog

SEPTEMBER 21, 2016

Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels.

Self service 26

Self service Contact Center Multi-channel support Call Center 26

Brad Cleveland Blog

JANUARY 20, 2015

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Contact Center 20

Contact Center Multi-channel support Call Center Customer Service 20

Brad Cleveland Blog

JANUARY 20, 2015

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Contact Center 20

Contact Center Multi-channel support Call Center Customer Service 20

Brad Cleveland Blog

AUGUST 2, 2019

In the article, Mike de la Cruz of Directly and I provide insight into artificial intelligence (AI), omnichannel strategies, and agent involvement in the future. If these are issues on your mind for the future of your customer service center, …

Customer Service 22

Customer Service Multi-channel support Contact Center Call Center 22