Wowdesk Blog

JUNE 17, 2020

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. The Notable Customer Support Dynamics. However, with increased reach, support difficulties have also increased. . A company sees its support channels as separate individual entities.

Multi-channel support 56

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Brad Cleveland

MARCH 31, 2014

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Multi-channel support 20

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Brad Cleveland

MARCH 31, 2014

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Multi-channel support 20

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Brad Cleveland

SEPTEMBER 1, 2017

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Contact Center 53

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Brad Cleveland

FEBRUARY 21, 2019

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

Contact Center 23

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Brad Cleveland

SEPTEMBER 19, 2019

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Brad Cleveland

SEPTEMBER 19, 2019

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Multi-channel support 20

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Brad Cleveland

MARCH 16, 2017

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Brad Cleveland

JULY 12, 2017

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Brad Cleveland

MARCH 16, 2017

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Brad Cleveland

SEPTEMBER 1, 2017

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Contact Center 20

Contact Center Multi-channel support Management Call Center 20

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

Self service 24

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Brad Cleveland

AUGUST 2, 2019

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.”

Multi-channel support 21

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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. 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

Self service 20

Self service Contact Center Multi-channel support Call Center 20

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. 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

Self service 20

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Brad Cleveland

OCTOBER 3, 2018

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Brad Cleveland

OCTOBER 3, 2018

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Brad Cleveland

JANUARY 14, 2016

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Contact Center 23

Contact Center Multi-channel support Multichannel Management 23

Brad Cleveland

JANUARY 8, 2020

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.

Customer centricity 20

Customer centricity Customer Care Multi-channel support Multichannel 20

Brad Cleveland

JANUARY 8, 2020

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.

Customer centricity 20

Customer centricity Customer Care Multi-channel support Multichannel 20

Brad Cleveland

OCTOBER 20, 2015

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Multi-channel support 26

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Brad Cleveland

SEPTEMBER 15, 2015

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Multi-channel support 23

Multi-channel support Contact Center Management Call Center 23

Brad Cleveland

AUGUST 2, 2019

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.”

Multi-channel support 20

Multi-channel support Customer Service Contact Center Call Center 20

Brad Cleveland

JUNE 28, 2018

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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

Multi-channel support 20

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Brad Cleveland

DECEMBER 15, 2015

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Self service 25

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Brad Cleveland

NOVEMBER 4, 2016

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Multi-channel support 21

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Brad Cleveland

OCTOBER 25, 2016

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Multichannel 24

Multichannel Multi-channel support Self service Call Center 24

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

Self service 20

Self service Multi-channel support Contact Center Call Center 20

Brad Cleveland

JANUARY 14, 2016

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Contact Center 20

Contact Center Multi-channel support Multichannel Management 20

Brad Cleveland

NOVEMBER 4, 2016

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Multi-channel support 20

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Brad Cleveland

SEPTEMBER 15, 2015

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

Multi-channel support 20

Multi-channel support Contact Center Management Call Center 20

Brad Cleveland

FEBRUARY 28, 2017

For the past three decades, I’ve been privileged to work with a diverse range of organizations—from small startups to national governments and multinational corporations—in shaping their customer … Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Mobile Multi-channel Support Social Media The Edge of Service Brad Cleveland Edge of Service multichannel omnichannel

Government 28

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Brad Cleveland

AUGUST 22, 2017

Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels. Further — and paradoxically — providing agent assistance when … Call Center Contact Center Customer Access Strategy Customer Service Leadership Multi-channel Support Self-service Brad Cleveland Call Center Management On Fast Forward customer access strategy self-service

Self service 26

Self service Contact Center Multi-channel support Call Center 26

Brad Cleveland

FEBRUARY 14, 2019

This viewpoint takes many forms: Ensure that everyone in the contact center, and those with key supporting roles outside the center, have a basic understanding of how contact centers operate. Recognize the process to be where most quality problems occur — and also where the opportunities … Call Center Contact Center Customer Access Strategy Customer Service Leadership Multi-channel Support Quality Management Brad Cleveland Call Center Management On Fast Forward leadership

Contact Center 20

Contact Center Multi-channel support Management Quality management 20

Brad Cleveland

FEBRUARY 14, 2019

This viewpoint takes many forms: Ensure that everyone in the contact center, and those with key supporting roles outside the center, have a basic understanding of how contact centers operate. Recognize the process to be where most quality problems occur — and also where the opportunities … Call Center Contact Center Customer Access Strategy Customer Service Leadership Multi-channel Support Quality Management Brad Cleveland Call Center Management On Fast Forward leadership

Contact Center 20

Contact Center Multi-channel support Management Quality management 20

Brad Cleveland

MAY 6, 2014

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Brad Cleveland

MAY 6, 2014

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Brad Cleveland

APRIL 29, 2014

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Multi-channel support 20

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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

Multi-channel support 20

Multi-channel support Multichannel Contact Center Call Center 20