Contact Center - Brad Cleveland

What Do Customers Want You to Know?

May 14, 2015 | Call Center, Contact Center, Customer Service, Customer Surveys, Research/Statistics

It is axiomatic that in order to best serve your customers, you have to “know” them. In other words, you need to understand your customers’ expectations and needs as comprehensively as possible in order to give them the products and services that they want. But how...

Contact Centers in a Connected World – Celebrating the Past 30 Years

May 12, 2015 | Call Center, Contact Center, Customer Service, Leadership, Research/Statistics, Videos

Multichannel Contact Centers, by the Numbers

May 8, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Mobile, Multi-channel Support, Research/Statistics, Self-service, Social Media

How many organizations are using various contact channels? Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage in service settings. The questions included both channels supported and the percentage...

We’re Getting Better at Providing Great Customer Experiences

May 4, 2015 | Call Center, Contact Center, Customer Experience, Customer Service, Customer Surveys, Research/Statistics

According to Forrester’s Customer Experience Index, in 2014, 11% of brands were rated at “excellent” compared to 0% in 2007. Conversely, the number of brands rated at “poor” or “very poor” dropped from 35% in 2007 to 11% in 2014. Clearly, there’s been a shift in how...

Get It Right with Mobile Apps

Apr 30, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Mobile, Research/Statistics, Self-service

Mobile apps are an important part of the emerging customer service landscape. Don’t dither getting there. But by all means, ensure they are ready for prime time. In results that are probably no surprise, a recent Compuware study found that customers have little...

60 Million Hours?

Apr 28, 2015 | Call Center, Contact Center, Customer Experience, Customer Service, Research/Statistics

According to a stat provided by Fonolo, Americans spend a combined 60 million hours on hold with contact centers, each year. Who knew?