How’s Your Mobile Customer Support?

Brad Cleveland

Here’s a number that should encourage all of us to take another look at our mobile customer service strategy. Call Center Contact Center Customer Access Strategy Customer Service Mobile Multi-channel Support Brad Cleveland idc mobile customer service strategy

Mobile Customer Support – It Takes a Cross-Functional, Unified Strategy

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Service Mobile Multi-channel Support Videos customer access strategy leadership mobile customer service

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Q&A on Social Media Customer Support

Brad Cleveland

Is your organization waking up to the complexities of providing social media customer support? An interview that I did with Salesforce.com provides answers to many common questions about social media customer support. Call Center Contact Center Customer Access Strategy Customer Service Multi-channel Support Social Media customer access customer access strategy strategy

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.