Customer Access Strategy - Brad Cleveland

Get It Right with Mobile Apps

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...

Implementing Video Chat?

Implementing Video Chat?

Apr 21, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Multi-channel Support, Research/Statistics

Are you considering adding video to your contact center? Video chat is an access channel that can certainly distinguish you from competitors. And with the technology barriers coming down, more companies are seriously considering adding this channel into their customer...

Interview on Building a Customer Service Ecosystem

Interview on Building a Customer Service Ecosystem

Mar 11, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Videos

How’s Your Mobile Customer Support?

How’s Your Mobile Customer Support?

Feb 24, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Mobile, Multi-channel Support

Here’s a number that should encourage all of us to take another look at our mobile customer service strategy. 1.4 Billion smartphone shipments expected in 2015, representing a 12.2% year-on-year growth rate. Source: IDC

Creating Mobile Services? Get the Contact Center Involved Early

Creating Mobile Services? Get the Contact Center Involved Early

Jan 20, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Mobile, Multi-channel Support, Videos

The Edge of Service® Newsletter, Issue 11: A Multichannel World

The Edge of Service® Newsletter, Issue 11: A Multichannel World

Jan 6, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Multi-channel Support, Social Media, The Edge of Service

The Edge of Service® Newsletter, Issue 11: A Multichannel World If you were to walk into an Amazon.com customer contact center, you’d see desks turned sideways so that Fire tablet support agents have a neutral background for video calls (one-way,...