Contact Center - Brad Cleveland

The Best-Managed Contact Centers: #2 – They Have a Supporting Culture

by bradcleveladev | Jan 5, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Characteristic #2: They Have a Supporting Culture Culture — the inveterate principles or values of the organization — tends to guide behavior, and can either support and further or, as some have learned the hard way, ruin the best-laid plans for organizational...

Smartphone Statistics

by bradcleveladev | Dec 29, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Mobile, Research/Statistics, Social Media

Retailers reported that sales via smartphones grew an average of 87% in 2014. (Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience. (Source: Google) 59% of...

The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right

by bradcleveladev | Dec 22, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Leadership, Mobile, Multi-channel Support, Research/Statistics, The Edge of Service

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). Of...

The Best-Managed Contact Centers: #1 – They Produce High Levels of Value

by bradcleveladev | Dec 17, 2015 | Call Center, Contact Center, Customer Service, Leadership

In some organizations, you can feel the energy as soon as you walk in the door. It takes many forms: pride of workmanship, a feeling of community, good planning, coordination and the willingness to make the “extra effort.” Everybody knows what the mission...

Encouraging Customers to Use Self-Service Channels

by bradcleveladev | Dec 15, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Multi-channel Support, Self-service, Videos

Building Cross-Functional Processes

by bradcleveladev | Dec 11, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Organization and Culture

Many centers have charged a person or a group of people with essential planning responsibilities, i.e., forecasting, staffing and scheduling. As a part of their job, they are given the task of collecting information required for these activities. But if they...