Customer Service - Brad Cleveland

Skills-Based Routing: Effective Resource Planning Is Vital

Aug 25, 2015 | Call Center, Contact Center, Customer Service, Videos, Workforce Management

Customer Service and Contact Center Statistics

Aug 20, 2015 | Call Center, Contact Center, Customer Experience, Customer Service, Research/Statistics

Are you looking for meaningful customer experience and contact center statistics? We put together a compilation that can help you make a case for great service. You can find it in the Statistics area of our website—and be sure to check back, because we’ll be updating...

Anticipating Customer Needs

Aug 18, 2015 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Videos

Customer expectations are changing quickly! Here are ways to anticipate their needs.

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...

7 Suggestions for Improving Schedule Adherence

Aug 11, 2015 | Call Center, Contact Center, Customer Service, Workforce Management

Providing a Poor Customer Experience Is Costly

Aug 6, 2015 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Research/Statistics

When customers go through what they consider to be major customer service failures, the company providing the poor experience pays a heavy price. According to a recent study by SDL: 64% of customers stop recommending the company, start looking for alternative brands,...