Research/Statistics - Brad Cleveland

Perspective on First-Contact Resolution

May 25, 2017 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Research/Statistics

First-contact resolution (FCR) is a popular performance measure in customer contact centers. And that’s a good thing: Unresolved contacts are a common source of customer dissatisfaction, and the organization tends to incur many additional expenses (repeat...

Take a Moment and Be Inspired

May 9, 2017 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Research/Statistics, The Edge of Service

Need some inspiration? How about inspiration for your next team meeting? Check out the Edge of Service Newsletter archives for 20 brief articles on some of the most pressing issues facing customer service professionals today. They also include statistics and an...

Interpreting Benchmarks

May 4, 2017 | Call Center, Contact Center, Customer Service, Leadership, Research/Statistics, Videos

Expert Insight from ICMI Thought Leaders

Mar 28, 2017 | Call Center, Contact Center, Customer Service, Leadership, Research/Statistics

ICMI recently put together the e-book Expert Insights on 8 of your Biggest Contact Center Challenges, featuring the ICMI Top 50 Thought Leaders. You’ll find thoughtful guidance on topics ranging from employee engagement to VOC data to defining quality....

The Magnitude of Mobile

Mar 7, 2017 | Call Center, Contact Center, Customer Service, Leadership, Mobile, Multi-channel Support, Research/Statistics

Need a reason to refine your mobile strategy? Here are some statistics that remind us of how ubiquitous mobile devices have become. There are now 8 billion active mobile subscriptions – more than the population of the planet. (Cisco) Mobile data traffic has grown...

Summary of Customer Service Research

Nov 11, 2016 | Call Center, Contact Center, Customer Service, Leadership, Research/Statistics

Sharpen has pulled together research and articles from various sources to summarize opportunities for improvement in customer service. Their conclusions include: The demand for omni-channel is pervasive Initial IVR systems need to be clearer and more efficient...