Best Practices in Multi-Channel Support

Brad Cleveland

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5 Secrets of Accurate Scheduling in Today’s Contact Center

Brad Cleveland

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

Brad Cleveland

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Building Brand Engagement with Multichannel Services

Brad Cleveland

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Improving the Accuracy of Schedules

Brad Cleveland

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Encouraging Customers to Use Self-Service Channels

Brad Cleveland

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Building Brand Engagement with Multichannel Services

Brad Cleveland

The Edge of Service™ Newsletter, Issue 20: TEDx: Thriving in an Always-On World

Brad Cleveland

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?

The Contact Center’s Role in Building Self-Service Channels

Brad Cleveland

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

5 Secrets of Accurate Scheduling in Today’s Contact Center

Brad Cleveland

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Is Social Media a Risk?

Brad Cleveland

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Measuring Social Interactions

Brad Cleveland

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Staffing for Mobile

Brad Cleveland

Communicating Access Alternatives to Customers

Brad Cleveland

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Building a Customer Service Ecosystem

Brad Cleveland

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5 Secrets of Accurate Scheduling in a Multichannel Contact Center

Brad Cleveland

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How Many Concurrent Chat Sessions Should Agents Handle

Brad Cleveland

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Social Customer Care: Listen, Learn, and Dialogue

Brad Cleveland

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

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.

Creating Mobile Services? Get the Contact Center Involved Early

Brad Cleveland

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The Magnitude of Mobile

Brad Cleveland

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?

The Contact Center’s Role in Building Self-Service Channels

Brad Cleveland

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

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

Can Social Media Generate Revenue?

Brad Cleveland

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

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

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Encouraging Customers to Use Self-Service Channels

Brad Cleveland

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Developing a Mobile Customer Access Strategy

Brad Cleveland

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Documenting Your Customer Access Strategy

Brad Cleveland

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 Edge of Service™ Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink

Brad Cleveland

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

So Many Ways to Interact with Customers

Brad Cleveland

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).

Home-Connected Devices to See Explosive Growth

Brad Cleveland

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

How Will the Internet of Things Impact Contact Centers?

Brad Cleveland

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.

The Edge of Service™ Newsletter, Issue 15: Getting Mobile Customer Service Right

Brad Cleveland

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).

How Will the Internet of Things Affect Customer Service?

Brad Cleveland

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.

Multichannel Contact Centers, by the Numbers

Brad Cleveland

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.

The Single Customer View – Myth or Reality

Brad Cleveland

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].

The Edge of Service™ Newsletter, Issue 12: The Keys to Social Customer Service

Brad Cleveland

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.

How’s Your Mobile Customer Support?

Brad Cleveland

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Recent WebTV Interview on Customer Service Trends

Brad Cleveland

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