Customer Service - Brad Cleveland

Developing a Mobile Customer Access Strategy

Dec 2, 2014 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Mobile, Multi-channel Support, Videos

FinancesOnline’s List of “Top Countries with the Best Customer Service”

Nov 25, 2014 | Call Center, Contact Center, Customer Service, Research/Statistics

FinancesOnline recently released an infographic that provides a list of “top countries with the best customer satisfaction.” Top of the list: New Zealand, Canada, and Norway. The U.S. came in 15th, behind countries that include Mexico, Brazil and Russia—a ranking that...

7 Suggestions for Improving Schedule Adherence

Nov 19, 2014 | Call Center, Contact Center, Customer Service, Videos, Workforce Management

Improving ROI on Quality Monitoring

Nov 5, 2014 | Call Center, Contact Center, Customer Service, Quality Management, Videos

Emotion as a Key Driver in Customer Loyalty

Oct 29, 2014 | Call Center, Contact Center, Customer Experience, Customer Service, Research/Statistics

Earlier this year, Forrester released its “2014 Customer Experience Index,” which ranked 150-or-so brands across 14 industries. Here’s a sampling of top brands by sector: Airline: Southwest Bank: USAA Consumer Electronics: Amazon Credit Card: USAA...

KLM Provides Wait Time Estimates on Twitter Page

Oct 15, 2014 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Social Media

KLM harnesses Twitter for customer service, handling a diverse range of issues and steering customers to other channels when that makes sense. They even provide wait time estimates, updated every five minutes. This is a good example of an organization that meets...