Self-service - Brad Cleveland

The Biden Administration’s “Time is Money” Initiative

Aug 14, 2024 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Quality Management, Self-service

Bad customer experiences invite costly regulation. These compliance costs and liability risks are unnecessary burdens that could be avoided if organizations simply prioritized their customers’ best interests from the outset.

Drive Innovation with Convenience Design

Apr 1, 2022 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Self-service

One of the themes driving innovation in customer experience is effort reduction—making things as simple and easy for customers as possible. One element of reducing effort is convenience design. Digital experiences aren’t always more convenient. A colleague recently...

The Contact Center’s Role in Building Self-Service

Feb 4, 2020 | Call Center, Contact Center, Customer Service, Multi-channel Support, Self-service

Many organizations are learning firsthand that contact centers play a central role in encouraging and supporting low-cost access channels. For example, the contact center can provide a wealth of information about which contacts can be automated or handled in customer...

Thoughts on Customer Experience, Agent Skills and Artificial Intelligence

May 8, 2019 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, Self-service

The ICMI Contact Center Expo in Fort Lauderdale, Florida is coming up quickly from May 13 to 16. If you are planning to attend, or if you are interested in current contact center trends, you might be interested in a brief interview I did with Don Fluckinger of...

Insight on Bots, Human Agents and the Future of Customer Service

Apr 16, 2019 | Call Center, Contact Center, Customer Experience, Customer Service, Self-service

Recently, I was interviewed by Convo, a publication of NewVoiceMedia. The focus of the interview was on the impact of bots and AI, the continued need for human interaction, and the changes taking place in customer service. Take a few minutes to read the interview and...

The Contact Center’s Role in Building Self-Service Channels

Aug 22, 2017 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Multi-channel Support, Self-service

Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels. For example, the contact center can provide a wealth of information on which contacts can be automated (or handled in...