Customer Interactions

JUNE 27, 2012

'Urgent Communications’ Editor Glenn Bischoff recently caught up with Diamond Chaflawee, NICE Systems’ Director of Marketing for the Public Safety Sector, at NENA. Diamond gave Glenn a primer on NICE Inform’s Next Gen 9-1-1 capabilities and talked about some of the new features of Inform coming down the road. In this video interview Diamond discusses how in the future PSAPs will be able to use NICE Inform to capture and manage any traffic coming through the ESInet, including SI

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Brad Cleveland Blog

JUNE 29, 2012

What is social media? A channel? A strategy? How we use these terms matters! This podcast is also available as an article: Is Social Media a Channel or a Strategy? What is social media? A channel? A strategy? How we use these terms matters! This podcast is also available as an article: Is Social Media a Channel or a Strategy?

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Brad Cleveland Blog

JUNE 29, 2012

What is social media? A channel? A strategy? How we use these terms matters! This podcast is also available as an article: Is Social Media a Channel or a Strategy? What is social media? A channel? A strategy? How we use these terms matters! This podcast is also available as an article: Is Social Media a Channel or a Strategy ?

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Brad Cleveland Blog

JUNE 28, 2012

Shaping an effective customer access strategy will enable you to answer many important questions. Shaping an effective customer access strategy will enable you to answer many important questions.

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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

JUNE 28, 2012

Shaping an effective customer access strategy will enable you to answer many important questions. Shaping an effective customer access strategy will enable you to answer many important questions.

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Brad Cleveland Blog

JUNE 27, 2012

Customer access strategies are like business plans – they vary greatly. Here, Brad discusses a standout example of an effective access strategy. Customer access strategies are like business plans - they vary greatly. Here, Brad discusses a standout example of an effective access strategy.

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Brad Cleveland Blog

JUNE 26, 2012

In this podcast, Brad identifies the major components of an effective customer access strategy: customers, contact types, access alternatives, hours of operation, service level and response time objectives, routing methodology, people and technology resources needed, required information, analysis and improvement, and guidelines for deploying new services.

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Brad Cleveland Blog

JUNE 26, 2012

In this podcast, Brad identifies the major components of an effective customer access strategy: customers, contact types, access alternatives, hours of operation, service level and response time objectives, routing methodology, people and technology resources needed, required information, analysis and improvement, and guidelines for deploying new services.

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Service level Technology Call Center Contact Center 20

Brad Cleveland Blog

JUNE 25, 2012

Your customer access strategy is an important tool for ensuring that your strategic direction is aligned with customer needs and expectations. Your customer access strategy is an important tool for ensuring that your strategic direction is aligned with customer needs and expectations.

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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

Surveys

Brad Cleveland Blog

JUNE 25, 2012

Your customer access strategy is an important tool for ensuring that your strategic direction is aligned with customer needs and expectations. Your customer access strategy is an important tool for ensuring that your strategic direction is aligned with customer needs and expectations.

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Brad Cleveland Blog

JUNE 24, 2012

Call Center Management On Fast Forward: Succeeding in the New Era of Customer Relationships (third edition) hits the shelves in May 2012. This podcast is also available as an article: An Overview Of My Upcoming Book Call Center Management On Fast Forward: Succeeding in the New Era of Customer Relationships (third edition) hits the shelves in May 2012.

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Brad Cleveland Blog

JUNE 24, 2012

Call Center Management On Fast Forward: Succeeding in the New Era of Customer Relationships (third edition) hits the shelves in May 2012. This podcast is also available as an article: An Overview Of My Upcoming Book Call Center Management On Fast Forward: Succeeding in the New Era of Customer Relationships (third edition) hits the shelves in May 2012.

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Brad Cleveland Blog

JUNE 23, 2012

Brad tells the story of how he got started and how important his mentors were to him. “So many people come from so many different backgrounds” in this profession. Brad tells the story of how he got started and how important his mentors were to him. “So many people come from so many different backgrounds” in this profession.

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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.

Customer Experience

Brad Cleveland Blog

JUNE 23, 2012

Brad tells the story of how he got started and how important his mentors were to him. “So many people come from so many different backgrounds” in this profession. Brad tells the story of how he got started and how important his mentors were to him. "So many people come from so many different backgrounds" in this profession.

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