Call Center - Brad Cleveland

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...

7 Suggestions for Improving Schedule Adherence

Nov 19, 2014 | Call Center, Contact Center, Customer Service, Videos, Workforce Management

How Contact Centers Strengthen Ties Across the Organization

Nov 12, 2014 | Call Center, Contact Center, Customer Access Strategy, Customer Experience

Effective communication across an organization is essential to sharing and using voice of the customer. And there are plenty of additional reasons to strengthen ties. Opportunities for ongoing product and service improvements and innovations almost always involve...

Improving ROI on Quality Monitoring

Nov 5, 2014 | Call Center, Contact Center, Customer Service, Quality Management, Videos