Contact Center - Brad Cleveland

The Most Important Development in Customer Service

Jun 9, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Videos

The Edge of Service® Newsletter, Issue 12: The Keys to Social Customer Service

Jun 1, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Leadership, Multi-channel Support, Social Media, The Edge of Service

The Edge of Service® Newsletter, Issue 12: The Keys to Social Customer Service Being part of “the conversation”—listening to customers and interacting with them where they are—was until recently a powerful differentiator. But it’s now becoming a...

The Problem with Daily Averages (and the Solution)

May 28, 2015 | Call Center, Contact Center, Customer Service, Leadership, Videos, Workforce Management

Can You Afford to Ignore Social Media?

May 26, 2015 | Call Center, Contact Center, Customer Experience, Customer Service, Customer Surveys, Research/Statistics, Social Media

Proactively engaging your customers yields many benefits. For example, research conducted by CFI Group finds that customers who post their contact center experiences on social media sites and then receive follow up from the company rate their overall customer...

Should We Have Objectives for Abandonment?

May 22, 2015 | Call Center, Contact Center, Customer Service, Videos, Workforce Management

Smartphone Growth

May 19, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Mobile, Research/Statistics

As of December 2014, nearly 75% of all U.S. mobile subscribers aged 13 and older owned a smartphone. The highest adoption rates belong to mobile subscribers aged 25-34 (88.9%), and 18-24 (88.6%). In January 2013, the smartphone adoption rates for these groups were...