Call Center - Brad Cleveland

The Edge of Service® Newsletter, Issue 11: A Multichannel World

Jan 6, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Multi-channel Support, Social Media, The Edge of Service

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,...

Recent WebTV Interview on Customer Service Trends

Dec 16, 2014 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Mobile, Multi-channel Support, Social Media

Earlier this week, I joined Laura Sikorski on the WebTV show, Sikorski’s Think Abouts. In this 12-minute interview, we discuss the trends shaping service and how to meet today’s fast-evolving customer expectations.

How Many Concurrent Chat Sessions Should Agents Handle

Dec 11, 2014 | Call Center, Contact Center, Customer Service, Multi-channel Support, Videos, Workforce Management

How Many Customer Service Interactions Go Wrong?

Dec 5, 2014 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Research/Statistics

According to a Nuance commissioned survey of 1,000 American consumers, a quarter (26 percent) of customer service interactions are a negative experience. Among Generation X consumers—those born between 1965 to 1980—this number rises to more than one-third (36...

Developing a Mobile Customer Access Strategy

Dec 2, 2014 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Mobile, Multi-channel Support, Videos

FinancesOnline’s List of “Top Countries with the Best Customer Service”

Nov 25, 2014 | Call Center, Contact Center, Customer Service, Research/Statistics

FinancesOnline recently released an infographic that provides a list of “top countries with the best customer satisfaction.” Top of the list: New Zealand, Canada, and Norway. The U.S. came in 15th, behind countries that include Mexico, Brazil and Russia—a ranking that...