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Wowdesk Blog
JUNE 17, 2020
Year by year, it is becoming interesting how companies and customers are interacting with each other. Gone are the days when there was only a single channel where customers could make contact with a company. The Notable Customer Support Dynamics.
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
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 9, 2022
Find more videos about contact centers in my LinkedIn Learning course “Managing a Customer Contact Center.” There are three immutable laws at work in contact centers that you must keep in mind. They’re always present.
Brad Cleveland
NOVEMBER 11, 2021
The resource mismatches have resulted in long wait times and frustration for customers, and high occupancy and burnout for agents. More serious implications can include employee turnover, lost customers, and a hit to your organization’s reputation and results.
Brad Cleveland
FEBRUARY 21, 2019
Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management
Brad Cleveland
OCTOBER 20, 2015
Call Center Contact Center Customer Access Strategy Customer Service Leadership Multi-channel Support Videos Brad Cleveland customer access strategy leadership Nabil Doss service ecosystem
Brad Cleveland
AUGUST 2, 2019
Sam Del Rowe recently wrote an article for www.destinationcrm.com titled “The Top Customer Service Trends: Building Better Service Beyond Voice.” If these are issues on your mind for the future of your customer service center, … Call Center Contact Center Customer Service Leadership Multi-channel Support Research/Statistics Social Media ai artificial intelligence Brad Cleveland leadership strategy
ShepHyken
JANUARY 5, 2018
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. Of course, getting new customers is just as important, but it’s useless if your customer service experience is suboptimal. According to Forbes , Businesses are losing $62 billion per year through poor customer service.
Brad Cleveland
SEPTEMBER 19, 2019
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Brad Cleveland
FEBRUARY 21, 2019
Call Center Contact Center Customer Service Multi-channel Support Videos 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
JULY 12, 2017
Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Videos Brad Cleveland leadership multichannel
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
MARCH 14, 2017
Take a minute to reflect on how customer service continues to evolve at your organization. If you missed the December issue of my Edge of Service™ Newsletter, you might enjoy reading about three predictions that I have for 2017. We are well into 2017. How’s it going?
Brad Cleveland
JANUARY 8, 2020
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.
Brad Cleveland
OCTOBER 20, 2015
Call Center Contact Center Customer Access Strategy Customer Service Leadership Multi-channel Support Videos Brad Cleveland customer access strategy leadership Nabil Doss service ecosystem
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
MARCH 16, 2017
Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland workforce management
Brad Cleveland
MARCH 14, 2017
Take a minute to reflect on how customer service continues to evolve at your organization. If you missed the December issue of my Edge of Service™ Newsletter, you might enjoy reading about three predictions that I have for 2017. We are well into 2017. How’s it going?
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 1, 2017
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
Brad Cleveland
JANUARY 14, 2016
Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland multichannel workforce management
Brad Cleveland
SEPTEMBER 15, 2015
Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland scheduling workforce management
Brad Cleveland
OCTOBER 3, 2018
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Brad Cleveland
OCTOBER 3, 2018
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Brad Cleveland
DECEMBER 15, 2015
Call Center Contact Center Customer Access Strategy Customer Service Multi-channel Support Self-service Videos Brad Cleveland customer access customer access strategy multichannel self-service
Brad Cleveland
JANUARY 8, 2020
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. Goal 1: Deliver on today’s customer expectations.
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
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Brad Cleveland
NOVEMBER 4, 2016
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Brad Cleveland
OCTOBER 25, 2016
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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
FEBRUARY 1, 2017
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
Brad Cleveland
JANUARY 14, 2016
Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland multichannel workforce management
Brad Cleveland
JULY 31, 2015
Smart” devices can include household appliances … Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Brad Cleveland customer access strategy customer experience customer relationships Internet of Things leadership multichannel
Brad Cleveland
NOVEMBER 4, 2016
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Brad Cleveland
APRIL 29, 2014
Call Center Contact Center Customer Service Multi-channel Support Social Media Videos Customer service statistics multichannel
Brad Cleveland
APRIL 29, 2014
Call Center Contact Center Customer Service Multi-channel Support Social Media Videos Customer service statistics multichannel
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