Call Center - Brad Cleveland

Measuring Social Interactions

Apr 29, 2014 | Call Center, Contact Center, Customer Service, Multi-channel Support, Social Media, Videos

Four Best Practices in Mobile Customer Service

Apr 23, 2014 | Call Center, Contact Center, Customer Experience, Customer Service, Mobile, Multi-channel Support

Mobile is developing at lightning speed—literally by the day. 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...

What Should Our Service Level Be?

Apr 21, 2014 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Videos

Best Practices in Mobile Customer Access Strategies

Apr 17, 2014 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Mobile

So, how do you get started? Let’s begin with a short note on definition. Mobile is often referred to as a “channel” in contact center circles… but it’s, of course, much more. Consider the sheer breadth of the mobile services many of us use daily: travel,...

Should We Have a Chief Customer Officer?

Apr 15, 2014 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

Forecasting and Staffing for New Channels

Apr 11, 2014 | Call Center, Contact Center, Customer Service, Mobile, Multi-channel Support, Workforce Management

As mobile and social open up new channels and new types of contacts, it’s critical to forecast and staff for evolving workloads. Mobile and social impact staffing resources, and different types of interactions each require a specific approach to resource planning. The...