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Everything You Need to Know About Multi-Channel Support

Wowdesk Blog

Gone are the days when there was only a single channel where customers could make contact with a company. Now, customers can connect with their service provider using any channel, and the credit goes to multi-channel customer support.

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Best Practices in Multi-Channel Support

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Research/Statistics Videos multichannel support center

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Best Practices in Multi-Channel Support

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Research/Statistics Videos multichannel support center

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Forecasting the Contact Center Workload

Brad Cleveland

Call Center Contact Center Customer Relationships Customer Service LinkedIn Learning Multi-channel Support Workforce ManagementEverything to do with getting resources right in a contact center begins with forecasting, predicting what the workload will be.

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Building the “Frictionless” Organization—an Interview with Bill Price

Brad Cleveland

Bill Price is a longtime friend and industry colleague in the customer service space. Bill was Amazon’s first global vice president of customer service and is the founder and president of the consulting firm Driva Solutions.

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5 Secrets of Accurate Scheduling in Today’s Contact Center

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland scheduling workforce management

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Three Immutable Laws of Contact Centers

Brad Cleveland

Call Center Contact Center Customer Experience Customer Relationships Customer Service LinkedIn Learning Multi-channel Support Organization and Culture Workforce Management Brad Cleveland workforce management

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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

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5 Secrets of Accurate Scheduling in Today’s Contact Center

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management

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5 Secrets of Accurate Scheduling in Today’s Contact Center

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management

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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

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The Contact Center’s Role in Building Self-Service

Brad Cleveland

Many organizations are learning firsthand that contact centers play a central role in encouraging and supporting low-cost access channels.

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GM Leverages AI in Social Customer Care

Brad Cleveland

GM set (and met) two aggressive goals to support their customer-centric vision. 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.

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Improving the Accuracy of Schedules

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland workforce management

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Improving the Accuracy of Schedules

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland workforce management

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5 Secrets of Accurate Scheduling in Today’s Contact Center

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland scheduling workforce management

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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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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

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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

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Article on Customer Service Trends

Brad Cleveland

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 strategySam Del Rowe recently wrote an article for www.destinationcrm.com titled “The Top Customer Service Trends: Building Better Service Beyond Voice.”

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Contact Center Future Shock: Channels May Become Part of Our Past

Brad Cleveland

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

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Contact Center Future Shock: Channels May Become Part of Our Past

Brad Cleveland

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

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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

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The Contact Center’s Role in Building Self-Service

Brad Cleveland

Many organizations are learning firsthand that contact centers play a central role in encouraging and supporting low-cost access channels. While it may seem paradoxical, … Call Center Contact Center Customer Service Multi-channel Support Self-service Brad Cleveland Call Center Management On Fast Forward Contact Center Management on Fast Forward self-service

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Article on Customer Service Trends

Brad Cleveland

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 strategySam Del Rowe recently wrote an article for www.destinationcrm.com titled “The Top Customer Service Trends: Building Better Service Beyond Voice.”

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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

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5 Secrets of Accurate Scheduling in Today’s Contact Center

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland multichannel workforce management

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GM Leverages AI in Social Customer Care

Brad Cleveland

GM set (and met) two aggressive goals to support their customer-centric vision. 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. Goal 1: Deliver on today’s customer expectations.

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5 Secrets of Accurate Scheduling in Today’s Contact Center

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland multichannel workforce management

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eCornell Videos: Delivering Consistent Service

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Service Leadership Multi-channel Support Videos Brad Cleveland customer access customer access strategy

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eCornell Videos: Delivering Consistent Service

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Service Leadership Multi-channel Support Videos Brad Cleveland customer access customer access strategy

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Improving the Accuracy of Schedules

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland scheduling workforce management

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Improving the Accuracy of Schedules

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland scheduling workforce management

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Unifying the Customer Experience: How Do You Do It and Why Is It Important?

Callminer

Today’s customer expects a unified experience across communications channels. Here’s why customer service agents need to embrace multi-channel support for customers

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Is Social Media a Risk?

Brad Cleveland

Call Center Contact Center Customer Service Leadership Multi-channel Support Social Media Videos leadership

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Is Social Media a Risk?

Brad Cleveland

Call Center Contact Center Customer Service Leadership Multi-channel Support Social Media Videos leadership

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Measuring Social Interactions

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Social Media Videos Customer service statistics multichannel

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Measuring Social Interactions

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Social Media Videos Customer service statistics multichannel

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Encouraging Customers to Use Self-Service Channels

Brad Cleveland

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

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5 Secrets of Accurate Scheduling in a Multichannel Contact Center

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Uncategorized Videos Workforce Management Brad Cleveland multichannel workforce management