Research/Statistics - Brad Cleveland

Smartphone Statistics

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

Retailers reported that sales via smartphones grew an average of 87% in 2014. (Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience. (Source: Google) 59% of...

The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right

Dec 22, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Leadership, Mobile, Multi-channel Support, Research/Statistics, The Edge of Service

The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right There are an estimated 7 billion active mobile phone subscriptions today—one for every living person on the planet, according to the International Telecommunication Union (ITU). Of...

Hiring Statistics

Nov 5, 2015 | Call Center, Contact Center, Customer Service, Leadership, Research/Statistics

73% of contact centers say the complexity of customer contacts is increasing. (Source: ICMI) 73% of recruiters have hired a candidate through social media. (Source: Jobvite) Job posts get 36% more applications if accompanied by a recruiting video. (Source: Jobcast) A...

New ebook (free), ICMI’s Guide to Contact Center Metrics

Nov 3, 2015 | Call Center, Contact Center, Customer Service, Leadership, Research/Statistics

I recently co-authored an eBook with Justin Robbins for ICMI and Five9. ICMI’s Guide to Contact Center Metrics provides organizations with actionable insights to deliver improved efficiency and customer satisfaction by aligning strategic goals with...

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...

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,...