Customer Interactions
OCTOBER 3, 2013
'During my recent pilgrimage to ASIS, I walked the floor in search of something that would capture my imagination – something refreshing and new. I walked past an inconceivable number of cameras, electro-mechanical door hardware, racks upon racks of IT servers, storage and networking hardware, and amazing X-ray scanners that can detect unusual cargo, including chemicals and radioactive material.
Brad Cleveland Blog
OCTOBER 1, 2013
Click through these photos of aircraft paint jobs (courtesy of CNN Tavel) and try not to smile! My favorites: Kulula (This Way Up) and ANA’s panda theme. Yes, packaging matters!
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Customer Interactions
OCTOBER 23, 2013
'Until recently, video content analytics (VCA) applications had primarily been considered a security technology. That though is changing. Advancements in VCA and system integration are creating opportunities for business insight that in turn can yield greater ROI for the entire organization. According to a recent study by the Loss Prevention Research Council, of the retailers who leverage IP video for retail applications outside of security, 93 percent report a positive impact on operations.
Brad Cleveland Blog
OCTOBER 1, 2013
Click through these photos of aircraft paint jobs (courtesy of CNN Tavel) and try not to smile! My favorites: Kulula (This Way Up) and ANA’s panda theme. Yes, packaging matters!
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Brad Cleveland Blog
OCTOBER 30, 2013
The Edge of Service, Issue 5: Customer Interaction is Changing the Game. Jed York, the youthful 33-year-old CEO of the San Francisco 49ers, is bringing a storied team that had fallen on hard times back to prominence. San Francisco won the NFC Championship title last year and came razor-close to winning the Super Bowl.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Brad Cleveland Blog
OCTOBER 28, 2013
ICMI’s just-out research report, The Multichannel Agent: A 2014 Contact Center Roadmap Research Report and Best Practices Guide, reveals some interesting stats on how organizations are evolving multichannel services.
Brad Cleveland Blog
OCTOBER 28, 2013
ICMI’s just-out research report, The Multichannel Agent: A 2014 Contact Center Roadmap Research Report and Best Practices Guide, reveals some interesting stats on how organizations are evolving multichannel services.
Brad Cleveland Blog
OCTOBER 14, 2013
How does providing a great customer experience impact a company’s results? According to a study by Watermark Consulting, customer experience leaders generated a return three times higher on average than the S&P 500 index. Laggards trailed the index significantly. The study covers a six-year period, from 2007 through 2012.
Brad Cleveland Blog
OCTOBER 14, 2013
How does providing a great customer experience impact a company’s results? According to a study by Watermark Consulting, customer experience leaders generated a return three times higher on average than the S&P 500 index. Laggards trailed the index significantly. The study covers a six-year period, from 2007 through 2012.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Brad Cleveland Blog
OCTOBER 10, 2013
According to a recent study by Execs in the Know, most companies do not offer SMS texting as a customer assistance/service option. But customers seem to want it. According to the research, 52% of boomers (55+), 75% of millennials (18-34) and 86% of generation X (35-54) want more companies to offer the ability to interact with them by texting.
Brad Cleveland Blog
OCTOBER 10, 2013
According to a recent study by Execs in the Know, most companies do not offer SMS texting as a customer assistance/service option. But customers seem to want it. According to the research, 52% of boomers (55+), 75% of millennials (18-34) and 86% of generation X (35-54) want more companies to offer the ability to interact with them by texting.
Brad Cleveland Blog
OCTOBER 9, 2013
Here’s a snapshot of how many organizations currently provide the following service channels for customers, according to a recently-released report from the International Customer Management Institute: Phone, inbound 98% Email …
Brad Cleveland Blog
OCTOBER 9, 2013
Here’s a snapshot of how many organizations currently provide the following service channels for customers, according to a recently-released report from the International Customer Management Institute: Phone, inbound 98% Email …
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Brad Cleveland Blog
OCTOBER 7, 2013
Check out this 1980’s Motorola ad for cellular telephones. “There are only a few thousand cellular phones in use right now, but that number is expected to increase considerably…” Increase it did! Here’s a snapshot of where we are in 2013 (sources: Canalys, eMarketer, Nielson, Pingdom, comScore, IEEE, Cisco): 6.8 billion mobile phone subscribers worldwide 13.
Brad Cleveland Blog
OCTOBER 7, 2013
Check out this 1980’s Motorola ad for cellular telephones. “There are only a few thousand cellular phones in use right now, but that number is expected to increase considerably…” Increase it did! Here’s a snapshot of where we are in 2013 (sources: Canalys, eMarketer, Nielson, Pingdom, comScore, IEEE, Cisco): 6.8 billion mobile phone subscribers worldwide 13.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
Customer Interactions
OCTOBER 10, 2013
'A rash of deadly shootings at college campuses and schools in recent years has placed security in the spotlight. By their open nature, college campuses are difficult to secure. Recent incidents are driving educational institutions to invest in security technology – and more so, in comprehensive, integrated solutions to better detect, mitigate and respond to threats.
Customer Interactions
OCTOBER 17, 2013
'There are few industries that spend more on physical security than retail banking. With hundreds or even thousands of branches to secure and protect, banks invest in all types of technologies, from CCTV and access control to fire alarm and vault management systems. Monitoring and managing these systems across the enterprise can be costly as well. And, mergers and acquisitions can create new complexities, as the ‘parent’ bank is faced with either absorbing the other bank’s lega
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
Customer Interactions
OCTOBER 31, 2013
'Duke Energy is one of the first electric power companies in the U.S. to successfully deploy PSIM for critical infrastructure protection. I had the great pleasure of interviewing Darren Myers, managing director of Enterprise Protective Services for Duke Energy, and Rocco “Rocky” Marcello, former director of Duke Energy’s Enterprise Protective Services.
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