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Best Practices in Multi-Channel Support
Brad Cleveland
MARCH 31, 2014
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5 Secrets of Accurate Scheduling in Today’s Contact Center
Brad Cleveland
SEPTEMBER 1, 2017
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5 Secrets of Accurate Scheduling in Today’s Contact Center
Brad Cleveland
FEBRUARY 21, 2019
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Improving the Accuracy of Schedules
Brad Cleveland
MARCH 16, 2017
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Building Brand Engagement with Multichannel Services
Brad Cleveland
JULY 12, 2017
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Communicating Access Alternatives to Customers
Brad Cleveland
OCTOBER 3, 2018
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Encouraging Customers to Use Self-Service
Brad Cleveland
FEBRUARY 1, 2017
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Improving the Accuracy of Schedules
Brad Cleveland
SEPTEMBER 15, 2015
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Encouraging Customers to Use Self-Service Channels
Brad Cleveland
DECEMBER 15, 2015
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eCornell Videos: Delivering Consistent Service
Brad Cleveland
NOVEMBER 4, 2016
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The Best Managed Contact Centers: #7 – They View the Contact Center as a Total Process ?
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
The Contact Center’s Role in Building Self-Service Channels
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.
The Edge of Service™ Newsletter, Issue 20: TEDx: Thriving in an Always-On World
Brad Cleveland
FEBRUARY 28, 2017
The Edge of Service™ Newsletter, Issue 20: TEDx: Thriving in an Always-On World Being always connected…is it a blessing or a curse? Are we in charge, or are we slaves to our smartphones?
5 Secrets of Accurate Scheduling in Today’s Contact Center
Brad Cleveland
JANUARY 14, 2016
Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland multichannel workforce management
Communicating Access Alternatives to Customers
Brad Cleveland
JULY 7, 2015
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Is Social Media a Risk?
Brad Cleveland
MAY 6, 2014
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Measuring Social Interactions
Brad Cleveland
APRIL 29, 2014
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Building a Customer Service Ecosystem
Brad Cleveland
OCTOBER 20, 2015
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5 Secrets of Accurate Scheduling in a Multichannel Contact Center
Brad Cleveland
JANUARY 27, 2015
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How Many Concurrent Chat Sessions Should Agents Handle
Brad Cleveland
DECEMBER 11, 2014
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Social Customer Care: Listen, Learn, and Dialogue
Brad Cleveland
FEBRUARY 16, 2017
Let me give you three steps that are absolutely fundamental in delivering services through social channels. Listen Begin by listening. You don’t just walk into a room and start talking, and that’s just as true in the social world.
Three Major Customer Service Trends
Brad Cleveland
MARCH 14, 2017
We are well into 2017. How’s it going? Take a minute to reflect on how customer service continues to evolve at your organization. If you missed the December issue of my Edge of Service™ Newsletter, you might enjoy reading about three predictions that I have for 2017.
The Contact Center’s Role in Building Self-Service Channels
Brad Cleveland
SEPTEMBER 21, 2016
Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels.
Creating Mobile Services? Get the Contact Center Involved Early
Brad Cleveland
JANUARY 20, 2015
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New Technology: Leadership Is Essential
Brad Cleveland
SEPTEMBER 27, 2016
The purpose of any new technology should be to support the governing principles and mission of your organization. Keep it simple … Call Center Contact Center Customer Service Leadership Multi-channel Support Brad Cleveland Call Center Management On Fast Forward leadership
The Magnitude of Mobile
Brad Cleveland
MARCH 7, 2017
Cisco) There will be 200 billion connected smart devices … Call Center Contact Center Customer Service Leadership Mobile Multi-channel Support Research/Statistics Brad Cleveland Customer service statistics mobile customer serviceNeed a reason to refine your mobile strategy?
Can Social Media Generate Revenue?
Brad Cleveland
JULY 28, 2015
Royal Dutch Airlines (KLM) has been interacting with customers through social channels since 2010. They currently have a team of 150 agents dedicated to social interactions, operating 24/7 and supporting 14 languages. You bet.
The Best Managed Contact Centers: #12 – They See the Possibilities
Brad Cleveland
MAY 10, 2016
They have learned the nuances of forecasting, staffing and the … Call Center Contact Center Customer Access Strategy Customer Service Leadership Multi-channel Support Brad Cleveland Call Center Management On Fast Forward customer access customer access strategy
Mobile Customer Support – It Takes a Cross-Functional, Unified Strategy
Brad Cleveland
MAY 13, 2014
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Documenting Your Customer Access Strategy
Brad Cleveland
MAY 20, 2016
Customer access strategies are like business plans in that some are well documented and others exist only in pieces and in the heads of various managers. Too often, the latter is the case. But there are standout examples of plans that are effective and up to date.
Developing a Mobile Customer Access Strategy
Brad Cleveland
DECEMBER 2, 2014
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The Edge of Service™ Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink
Brad Cleveland
OCTOBER 29, 2015
You simply look around and take … Call Center Contact Center Customer Service Leadership Multi-channel Support Organization and Culture The Edge of Service Brad Cleveland hiring Jon Wolske leadership multichannel zappos
Encouraging Customers to Use Self-Service Channels
Brad Cleveland
SEPTEMBER 24, 2014
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Home-Connected Devices to See Explosive Growth
Brad Cleveland
JUNE 30, 2015
Connected-home device shipments comprise about 25% of … Call Center Contact Center Customer Access Strategy Customer Service Multi-channel Support Research/Statistics BI Intelligence Brad Cleveland connected-home devices customer access customer access strategy Internet of Things multichannel
So Many Ways to Interact with Customers
Brad Cleveland
MARCH 20, 2015
If you were to walk into an Amazon.com customer contact center, you’d see desks turned sideways so that Fire tablet support agents have a neutral background for video calls (one-way, agent-to-customer).
How Will the Internet of Things Impact Contact Centers?
Brad Cleveland
AUGUST 13, 2015
As more smart devices become connected to the Internet, you can expect increasing impact on contact centers—beginning with the amount of data streaming into service operations.
How Will the Internet of Things Affect Customer Service?
Brad Cleveland
JULY 31, 2015
As the world becomes increasingly connected, the Internet of Things, or IoT, is becoming more prevalent. IoT refers to the connection of wireless devices to the Internet and to each other.
The Edge of Service™ Newsletter, Issue 15: Getting Mobile Customer Service Right
Brad Cleveland
DECEMBER 22, 2015
The Edge of Service™ Newsletter, Issue 15: Getting Mobile Customer Service Right There are an estimated 7 billion active mobile phone subscriptions today—one for every living person on the planet, according to the International Telecommunication Union (ITU).
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