Contact Center - Brad Cleveland

Too Many Contact Centers Missing the Boat

Jul 23, 2015 | Call Center, Contact Center, Customer Service, Leadership, Research/Statistics

According to Dimension Data’s 2015 Global Contact Center Benchmarking Report, 52% of contact centers do not share customer intelligence across the broader organization. This is an inexcusable miss—this intel can be a rich R&D opportunity, helping the organization...

Three Major Developments in Service Delivery

Jul 21, 2015 | Call Center, Contact Center, Customer Service, Leadership, Videos

Does Service Impact Stock Price?

Jul 16, 2015 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, Research/Statistics

Yep. Over a seven year period, the S&P 500 Index gained 51.5%. According to Watermark Consulting, customer experience leaders enjoyed a stock increase 77.7%. And laggards? They saw a drop of 2.5%. Follow Watermark Consulting for updates. Or in any country or...

Connecting Hiring, Training and Coaching

Jul 14, 2015 | Call Center, Contact Center, Customer Service, Organization and Culture, Quality Management, Videos

55 Billion

Jul 9, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Research/Statistics

According to ICMI, 55 billion agent-assisted interactions are handled in the U.S. annually. Couple that statistic with Dimension Data’s research showing that 74% of organizations worldwide predict an increase in customer interactions. Pondering these numbers should...

Communicating Access Alternatives to Customers

Jul 7, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Multi-channel Support, Videos