Self-service - Brad Cleveland

Encouraging Customers to Use Self-Service

Feb 1, 2017 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Multi-channel Support, Self-service, Videos

Building Brand Engagement with Multichannel Services

Oct 25, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Multi-channel Support, Self-service, Videos

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

Sep 21, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, 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...

Four Keys to Retaining Millennial Customers

Jun 2, 2016 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Multi-channel Support, Research/Statistics, Self-service, Social Media

It was great to be included in an article Telus International put together on retaining millennial customers. The article focuses on the financial services industry, but the principles apply to many other industries. Lindsey Groepper of BlastMedia and John Rampton of...

Encouraging Customers to Use Self-Service Channels

Dec 15, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Multi-channel Support, Self-service, Videos

Helping Customers Serve Themselves

Oct 8, 2015 | Call Center, Contact Center, Customer Experience, Customer Service, Self-service

Are we doing enough to enable customer self-service? Here are some statistics to consider: 72% of customers go online to serve themselves, but only 52% find the information they are searching for. (Source: Zendesk, 2013) Only 26% of companies offer self-service...