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

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GM Leverages AI in Social Customer Care

Brad Cleveland

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.

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

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

How to Build Brand Loyalty by Improving the Customer Experience

ProProfs Blog

People think of loyalty as a customer for a lifetime, but it is really much simpler than that. No matter if you own a mom and pop shop at a street corner or run a multinational apparel brand, loyal customers are driving your business forward, one transaction at a time. .

Building Brand Engagement with Multichannel Services

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Self-service Videos Brad Cleveland Call Center Management On Fast Forward customer access customer access strategy customer experience customer relationships multichannel

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?

Staffing for Mobile

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Leadership Mobile Multi-channel Support Videos Workforce Management Brad Cleveland customer access strategy customer experience customer relationships mobile customer service multichannel ominchannel workforce management

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.

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.

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.

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.

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).

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.

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?

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.

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.

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.

Guest Blog: The Hidden Workings of Top Customer Support Teams

ShepHyken

This week we feature an article by Robert Occanyan who shares what successful customer support teams are doing to deliver an exceptional customer experience. . This puts a lot of extra pressure on businesses to deliver exceptional customer service.

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.

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.

What Is Multi Channel Customer Service and Why It Is Important

ProProfs Blog

Do you think customers today will take the pain to stand in a queue to resolve a query or ask a question? When they can get everything they want in a jiffy, from wherever they are, the question of walking to a store or calling the support staff only to wait for hours, doesn’t arise.

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.

How to Choose the Right Complaint Management Software

Wowdesk Blog

When it comes to customer satisfaction, there exist two types of businesses on the internet. First, there are companies that fail to satisfy customers and end up with low ratings on social media channels, business listings, and all sorts of online platforms.

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.

Top 5 Benefits of Using a Ticketing Software

Wowdesk Blog

Maintaining the bottom line seems to be a daunting task for organizations, especially when it relates to customer experience. Companies have acknowledged the need to improvise on customer satisfaction. Are you struggling with documentation of customer requests and interactions?