Customer Access Strategy - Brad Cleveland

How Will the Internet of Things Impact Contact Centers?

Aug 13, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Multi-channel Support, Workforce Management

As more smart devices become connected to the Internet, you can expect increasing impact on contact centers—beginning with the amount of data streaming into service operations. This will add to the workload of reporting and analytics teams, but will also put more...

How Will the Internet of Things Affect Customer Service?

Jul 31, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Multi-channel Support

As the world becomes increasingly connected, the Internet of Things, or IoT, is becoming more prevalent. (IoT refers to the connection of wireless devices to the Internet and to each other. These devices have the ability to sense their environment, both internal and...

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

Home-Connected Devices to See Explosive Growth

Jun 30, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Multi-channel Support, Research/Statistics

As the Internet of Things (IoT) and connected devices expand, the connected-home device subset of the market is seeing rapid growth. According to a report by BI Intelligence: Connected-home device shipments will grow at a compound annual rate of 67% over the next few...

Which Customers Use Social Media for Customer Service?

Jun 29, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Research/Statistics, Social Media

While there may be a perception that only younger consumers use social media as an access channel, research published mid 2014 by eConsultancy suggests that is clearly not the case. Here’s a breakdown of usage by age group: • 18-24 – 49.5% • 25-34 – 44.6% • 35-44 –...

How Will the Internet of Things Impact Contact Centers?

How Will the Internet of Things Affect Customer Service?

55 Billion

Communicating Access Alternatives to Customers

Home-Connected Devices to See Explosive Growth

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