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5 Secrets of Accurate Scheduling in Today’s Contact Center
Brad Cleveland
SEPTEMBER 1, 2017
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Multi-channel support Related Topics 
Best Practices in Multi-Channel Support
Brad Cleveland
MARCH 31, 2014
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Building Brand Engagement with Multichannel Services
Brad Cleveland
JULY 12, 2017
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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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5 Secrets of Accurate Scheduling in a Multichannel Contact Center
Brad Cleveland
JANUARY 27, 2015
Call Center Contact Center Customer Service Multi-channel Support Uncategorized Videos Workforce Management Brad Cleveland multichannel workforce management
5 Secrets of Accurate Scheduling in Today’s Contact Center
Brad Cleveland
JANUARY 14, 2016
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Communicating Access Alternatives to Customers
Brad Cleveland
JULY 7, 2015
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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.
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
Multichannel Contact Centers, by the Numbers
Brad Cleveland
MAY 8, 2015
How many organizations are using various contact channels? Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage in service settings.
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.
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.
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).
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
eCornell Videos: Delivering Consistent Service
Brad Cleveland
NOVEMBER 4, 2016
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How’s Your Mobile Customer Support?
Brad Cleveland
FEBRUARY 24, 2015
Call Center Contact Center Customer Access Strategy Customer Service Mobile Multi-channel Support Brad Cleveland idc mobile customer service strategyHere’s a number that should encourage all of us to take another look at our mobile customer service strategy.
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.
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
Implementing Video Chat?
Brad Cleveland
APRIL 21, 2015
Video chat is an access channel that can certainly distinguish you from competitors. And with the technology barriers coming down, more companies are seriously considering adding this channel into their customer access mix. Are you considering adding video to your contact center?
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 12: The Keys to Social Customer Service
Brad Cleveland
JUNE 1, 2015
The Edge of Service™ Newsletter, Issue 12: The Keys to Social Customer Service Being part of “the conversation”—listening to customers and interacting with them where they are—was until recently a powerful differentiator. But it’s now becoming a competitive necessity.
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
The Single Customer View – Myth or Reality
Brad Cleveland
APRIL 14, 2016
Call Center Contact Center Customer Service Leadership Multi-channel Support Workforce Management Brad Cleveland CallCentre.co.uk “Is the Single Customer View a realistic ambition or just a pipe dream talked about at conferences?” That’s the question asked in the latest CCE Board of Experts “ask the experts” article by Hannah Brewer. It can be viewed here: [link].
Improving the Accuracy of Schedules
Brad Cleveland
MARCH 16, 2017
Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland workforce management
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).
Four Keys to Retaining Millennial Customers
Brad Cleveland
JUNE 2, 2016
Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Research/Statistics Self-service Social Media BlastMedia Brad Cleveland customer experience customer loyalty Due leadership Telus internationalIt was great to be included in an article Telus International put together on retaining millennial customers. The article focuses on the financial services industry, but the principles apply to many other industries.
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.
Measuring Social Interactions
Brad Cleveland
APRIL 29, 2014
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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?
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 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?
Mobile Customer Support – It Takes a Cross-Functional, Unified Strategy
Brad Cleveland
MAY 13, 2014
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Forecasting and Staffing for New Channels
Brad Cleveland
APRIL 11, 2014
As mobile and social open up new channels and new types of contacts, it’s critical to forecast and staff for evolving workloads. In this example, the organization handles interactions as … Call Center Contact Center Customer Service Mobile Multi-channel Support Workforce Management mobile customer service multichannel workforce management
Recent WebTV Interview on Customer Service Trends
Brad Cleveland
DECEMBER 16, 2014
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The Edge of Service™ Newsletter, Issue 11: A Multichannel World
Brad Cleveland
JANUARY 6, 2015
The Edge of Service™ Newsletter, Issue 11: A Multichannel World 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).
Four Best Practices in Mobile Customer Service
Brad Cleveland
APRIL 23, 2014
The following are important aspects of strategy and planning when building out mobile services and support: 1. Mobile is developing at lightning speed—literally by the day.
Social Media Presence vs. Social Media Customer Care
Brad Cleveland
AUGUST 15, 2014
According to ICMI’s recent research report The Normalization of Social Customer Care, 73% of organizations report having a social media presence, but only 39% formally support it as a customer care channel. … Call Center Contact Center Customer Service Multi-channel Support Research/Statistics Social Media customer access strategy
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