How do organizations get started in delivering services through social channels? It’s a pretty simple formula: Listen, learn and dialogue. This podcast is also available...
Read More >>>Social Media is Changing Customer Service
Social media, mobile apps and other developments are enabling the “greatest consumer movement in history.”
Read More >>>Value Proposition: A New Era In Customer Service
In this podcast, Brad shares his reasons for believing it’s a new era in customer service.
Read More >>>Social Media: Channel or Strategy?
Terms related to social media are quickly evolving, and must be used and interpreted in context. For example, I’m often asked for advice on shaping...
Read More >>>What's Driving Change in Customer Services?
The most significant developments to date have been on the organization’s end. Examples in contact centers: The invention of 800 number (toll free) service and...
Read More >>>The Contact Center’s Opportunity to Deliver Strategic Value
By harnessing what’s learned from interacting with customers, contact centers (call centers) have enormous potential...
Read More >>>Thriving Customer Relationships
What’s the formula for success in the new era of customer relationships? Boiled (waaayyy) down: 1. Connect. Listen to your customers, wherever they are, in...
Read More >>>The Measures Every Contact Center (Call Center) Should Have
The Measures Every Contact Center Should Have By Brad Cleveland These key categories of measures and objective are as important for Facebook and Twitter interactions...
Read More >>>Trends We are Watching: Call Centers are in a Growth Mode
Call centers (contact centers) are growing. Here are a few samples of recent news stories: WLBZ2, Maine: http://tinyurl.com/3lcf93c Times and Transcript, New Brunswick: http://tinyurl.com/3dnfm4r ABC...
Read More >>>The New Era of Customer Relationships: Are You Ready?
We are seeing the emergence of the greatest customer movement in history. Is your organization ready? Are you ready? Studies reveal that the vast majority...
Read More >>>Shaping Your Customer Access Strategy for Social Media
(Note, a full version of this post recently appeared in ICMI’s Global Report on Call Center Practices. To subscribe, see link at bottom.) While social media projects often...
Read More >>>Perspective on First Call Resolution
First-call resolution (FCR) is an increasingly popular performance measure in customer contact environments. And that’s a good thing: Unresolved contacts are a common source of...
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