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

Brad Cleveland

Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Videos Brad Cleveland customer experience customer relationships multichannel

Building Brand Engagement with Multichannel Services

Brad Cleveland

Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Videos Brad Cleveland leadership multichannel

Communicating Access Alternatives to Customers

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Social Media Videos Brad Cleveland customer access customer access strategy customer experience customer relationships multichannel

Encouraging Customers to Use Self-Service

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Self-service Videos Brad Cleveland customer experience customer relationships self-service

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

Brad Cleveland

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

Building Brand Engagement with Multichannel Services

Brad Cleveland

Staffing for Mobile

Brad Cleveland

Three Major Customer Service Trends

Brad Cleveland

Take a minute to reflect on how customer service continues to evolve at your organization. We are well into 2017. How’s it going? If you missed the December issue of my Edge of Service™ Newsletter, you might enjoy reading about three predictions that I have for 2017.

Social Customer Care: Listen, Learn, and Dialogue

Brad Cleveland

Let me give you three steps that are absolutely fundamental in delivering services through social channels. Listen Begin by listening. You don’t just walk into a room and start talking, and that’s just as true in the social world.

Can Social Media Generate Revenue?

Brad Cleveland

Royal Dutch Airlines (KLM) has been interacting with customers through social channels since 2010. They currently have a team of 150 agents dedicated to social interactions, operating 24/7 and supporting 14 languages. You bet.

The Contact Center’s Role in Building Self-Service Channels

Brad Cleveland

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

Developing a Mobile Customer Access Strategy

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Mobile Multi-channel Support Videos Brad Cleveland customer access customer access strategy customer experience mobile customer service multichannel

How Will the Internet of Things Impact Contact Centers?

Brad Cleveland

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

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.

Documenting Your Customer Access Strategy

Brad Cleveland

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.

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).

Encouraging Customers to Use Self-Service Channels

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Experience Multi-channel Support Videos Brad Cleveland customer access strategy Customer Service

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.

Recent WebTV Interview on Customer Service Trends

Brad Cleveland

In this 12-minute interview, we discuss the trends shaping service and how to meet today’s fast-evolving customer expectations. Earlier this week, I joined Laura Sikorski on the WebTV show, Sikorski’s Think Abouts.

Four Keys to Retaining Millennial Customers

Brad Cleveland

It was great to be included in an article Telus International put together on retaining millennial customers. Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Research/Statistics Self-service Social Media BlastMedia Brad Cleveland customer experience customer loyalty Due leadership Telus international

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).

Four Best Practices in Mobile Customer Service

Brad Cleveland

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. 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.

The New Era of Customer Relationships: Are You Ready?

Brad Cleveland

We are seeing the emergence of the greatest customer movement in history. Bad experiences (even if they are one in many thousands … Call Center Contact Center Customer Experience Customer Relationships Multi-channel Support Brad Cleveland customer loyalty Customer Service service levelIs your organization ready? Are you ready?

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

Kayako

Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. The result is that businesses lose customers instead of the growth they’d planned. Customers value the quality of customer service as much as price and quality of products.

Guest Blog: Instant Customer Service – Just Add Text Message

ShepHyken

This week we feature an article by Ford Blakely about text messaging which can provide that instant, convenient and low-friction customer experience that delivers delight. Let’s face it, customer service is the lifeline of any company. Reasons for bad customer service.

My Agent eXperience Selected as 2016 Customer Product of the Year

NICE inContact

We are thrilled to announce that Customer Magazine has selected inContact My Agent eXperience™ (MAX) as a 2016 Customer Product of the Year. True multi-channel support for blended inbound and outbound voice, voicemail, email, chat, text and social media channels.

What Should a Business Look for in a Help Desk Solution?

Kayako

At some point, while your head’s down trying to build the business and acquire customers, there comes a time when all of those customers you’ve won over come knocking. But eventually, every growing business needs to find a solution to customer support—enter help desk software.

5 Rules Anyone Working in Customer Service Should Know

Fonolo

In any industry, sport, or even a good game of poker, success hinges upon a confluence of many factors: Skill, experience, and favorable timing all shape the path towards becoming a champion. Players in the customer service (CS) game know this better than most. Listen to your customers.

The Best Help Desk Software for Small Business

Kayako

Customers, their habits and preferences, they’ve evolved a lot over the last several years—and customer support teams are sprinting to catch up. A whopping 87% of consumers say brands should put more effort into creating consistent support experiences.

What is Customer Engagement?

Mindtouch

A good amount of customer support interactions begin with the three simple words: I don’t know. And when customers don’t know how to resolve an issue, they tend to initiate some kind of support interaction. According to Marketo , two out of three B2B consumers engage a company primarily to request service or support. It’s a natural part of the customer journey. Two out of three B2B consumers engage primarily to request service or support.

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Customer Service – 9 Tips for Sales, Marketing, and Support

ProProfs Blog

Customer service is just a day in, day out, ongoing, never ending, unremitting, persevering, compassionate, type of activity. It needs no mention that buyers love excellent customer service. Courteous treatment will make a customer a walking advertisement ~ J.C. Support.

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CX: The Shift from Call Center to Contact Center

Revation Systems

In his 1998 book, The Experience Economy , Joseph Pine observed that the world was shifting in such a way that experiences would become the predominant economic offering — characterized by entertainment, education, esthetic and escapism at varying levels of participation and absorption.

Avaya assists emergency services with eCall deployment

Avaya

Therefore, we are delighted to publicly announce our support of the eCall initiative alongside British-APCO. We’re both ready and willing to support the emergency services in the deployment of this new service.

The Best Posts From the Customer Support Community in 2015

Kayako

This year, we’ve seen the customer support community continue to grow, with small tribes setting up all over the internet and producing great support content. Going into support is now considered a valid career choice. The best of customer experience.

12 Useful Tools for Early Stage Startups [2019]

JustCall

As outdated as you may find Email marketing, it still is a major player in getting followers, customers and prospects. Mailchimp helps you design emails, automate your email marketing schedule, get reporting features, and get precise email templates for your customers.

The Contact Center Evolution: 5 Focus Areas to Move from Vanilla to Value

HGS

Contact centers have undergone significant transformation in the past few years, driven largely by the shift from voice to digital and omni-channel customer service. This continual channel shift has also influenced the nature and complexity of services being delivered.

Why Adobe Experience Manager is the Top CMS

iCiDIGITAL

If you’re not sure why, let’s take a look at Adobe Experience Manager (AEM) as it compares to another player in the enterprise-grade web platform/CMS space: Drupal. As someone relatively new to Adobe Experience Manager, I initially struggled to see or, more accurately, understand the difference between it and the myriad of other systems and platforms that facilitate content management. Even the name “Experience Manager” was confusing at first.

Digital Transformation, Healthcare and the Contact Center

Altivon

Yesterday Altivon sponsored the first in a series of healthcare related webinars focused on patient experience and the contact center. Leading off the program was Altivon’s own Frank Tersigni, Chief Customer Officer. Lifelong Customer is No More.

Hiring Support Representatives: The 5 Questions You Should be Asking

aircall

And when you hire support representatives, your decisions will have a major impact on all three categories. While the questions in this post can be used the next time you’re hiring support representatives, you’ll more likely want to use them as a template to tailor an interview to your company’s needs. It seems like an easy question, but when hiring support representatives, this will reveal a ton about his or her potential to be an all-star agent.