Brad Cleveland Blog

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. The questions included both channels supported and the percentage of total contact volume.

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Multichannel Contact Center Multi-channel support Self service 20

Brad Cleveland Blog

OCTOBER 25, 2016

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Brad Cleveland Blog

OCTOBER 25, 2016

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Hodusoft

FEBRUARY 8, 2024

Multi-Channel integration At a time when more and more people are using multiple channels of communication to seek customer support and assistance, it’s prudent to invest in omnichannel (or multi-channel) support. By leveraging this data, MSPs can make informed, data-driven decisions.

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Brad Cleveland Blog

DECEMBER 2, 2014

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Brad Cleveland Blog

DECEMBER 2, 2014

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ProProfs Blog

JULY 29, 2020

So, how do you take your phone support operations from ‘average’ to ‘awesome’? This blog lists 8 actionable strategies that will help you make every support call count, right from the first hello to the final goodbye! In a Multichannel World Why Phone Support is Still Relevant? Table of Contents [ Hide ].

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Brad Cleveland Blog

APRIL 23, 2014

It represents a serious threat to organizations that don’t evolve their services—but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. The following are important aspects of strategy and planning when building out mobile services and support: 1.

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Best practices Customer Service Multi-channel support Multichannel 20

Brad Cleveland Blog

APRIL 23, 2014

It represents a serious threat to organizations that don’t evolve their services—but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. The following are important aspects of strategy and planning when building out mobile services and support: 1.

Best practices 20

Best practices Customer Service Multi-channel support Multichannel 20

Brad Cleveland Blog

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.

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Customer Care Customer centricity Multi-channel support Multichannel 26

Brad Cleveland Blog

JANUARY 8, 2020

GM set (and met) two aggressive goals to support their customer-centric vision. GM recognized that customers are increasingly turning to social channels for customer service, and established a response … Goal 1: Deliver on today’s customer expectations.

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Customer Care Customer centricity Multi-channel support Customer Service 26

JivoChat

NOVEMBER 29, 2021

It becomes easier to have insights and invest in strategies focused on the pain points detected. . With JivoChat, you have the opportunity to offer multiple channels of communication for your customers, and your agents can manage everything in a single platform. . Highlighted features: Multichannel ticketing system. AI-powered.

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Multi-channel support CRM Metrics Multichannel 52

Brad Cleveland Blog

JUNE 28, 2018

While meeting with Jim Rembach of Call Center Coach at ICMI’s Contact Center Expo in Orlando, we discussed how channels are likely to be approached in the future.

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Contact Center Coaching Call Center Multi-channel support 26

Brad Cleveland Blog

JANUARY 8, 2020

GM set (and met) two aggressive goals to support their customer-centric vision. GM recognized that customers are increasingly turning to social channels for customer service, and established a response … Goal 1: Deliver on today’s customer expectations.

Customer Care 20

Customer Care Customer centricity Multi-channel support Customer Service 20

Brad Cleveland Blog

OCTOBER 3, 2018

The post Communicating Access Alternatives to Customers appeared first on Brad Cleveland.

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Multi-channel support Multichannel Contact Center Call Center 26

Kayako

JANUARY 5, 2017

According to Forrester Research , “only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution”. Most consumers expect ready access to support or help.

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Omni-channel support Customer Service Customer Experience Multi-channel support 38

Brad Cleveland Blog

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).

Telecommunications 26

Telecommunications Customer Service Personalization Multi-channel support 26

Brad Cleveland Blog

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.

Contact Center 26

Contact Center Analytics Multi-channel support Multichannel 26

Brad Cleveland Blog

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. These devices have the ability to sense their environment, … Continue reading → The post How Will the Internet of Things Affect Customer Service?

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Wireless Customer Service Multi-channel support Multichannel 26

Brad Cleveland Blog

DECEMBER 15, 2015

The post Encouraging Customers to Use Self-Service Channels appeared first on Brad Cleveland.

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Self service Multi-channel support Multichannel Contact Center 26

Brad Cleveland Blog

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).

Telecommunications 20

Telecommunications Customer Service Personalization Multi-channel support 20

Brad Cleveland Blog

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).

Telecommunications 20

Telecommunications Customer Service Personalization Multi-channel support 20

Brad Cleveland Blog

JUNE 30, 2015

As the Internet of Things (IoT) and connected devices expand, the connected-home device subset of the market is seeing rapid growth. According to a report by BI Intelligence: Connected-home device shipments will grow at a compound annual rate of 67% over the next few years, and hit 1.8 billion units shipped in 2019.

Marketing 21

Marketing Multi-channel support Multichannel Contact Center 21

Brad Cleveland Blog

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. This will add to the workload of reporting and analytics teams, but will also put more customer data at the disposal of frontline agents.

Contact Center 21

Contact Center Analytics Multi-channel support Multichannel 21

Brad Cleveland Blog

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. These devices have the ability to sense their environment, both internal and external, and generate data that can be analyzed and acted upon.

Wireless 21

Wireless Customer Service Multi-channel support Multichannel 21

Brad Cleveland Blog

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.

Customer Service 21

Customer Service Multi-channel support Multichannel Contact Center 21

Brad Cleveland Blog

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. This will add to the workload of reporting and analytics teams, but will also put more customer data at the disposal of frontline agents.

Contact Center 20

Contact Center Analytics Multi-channel support Multichannel 20

Brad Cleveland Blog

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. These devices have the ability to sense their environment, both internal and external, and generate data that can be analyzed and acted upon.

Wireless 20

Wireless Customer Service Multi-channel support Multichannel 20

Brad Cleveland Blog

JUNE 30, 2015

As the Internet of Things (IoT) and connected devices expand, the connected-home device subset of the market is seeing rapid growth. According to a report by BI Intelligence: Connected-home device shipments will grow at a compound annual rate of 67% over the next few years, and hit 1.8 billion units shipped in 2019.

Marketing 20

Marketing Multi-channel support Multichannel Contact Center 20

Brad Cleveland Blog

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?

Contact Center 20

Contact Center Technology Multi-channel support Multichannel 20

Brad Cleveland Blog

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.

Customer Service 20

Customer Service Multi-channel support Multichannel Contact Center 20

Brad Cleveland Blog

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?

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Contact Center Technology Multi-channel support Multichannel 20

Brad Cleveland Blog

JANUARY 26, 2016

The post Staffing for Mobile appeared first on Brad Cleveland.

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Brad Cleveland Blog

OCTOBER 3, 2018

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Brad Cleveland Blog

OCTOBER 3, 2018

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Brad Cleveland Blog

JUNE 28, 2018

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Brad Cleveland Blog

JUNE 28, 2018

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