Brad Cleveland Blog

MAY 8, 2015

How many organizations are using various contact channels? Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage in service settings. The questions included both channels supported and the percentage of total contact volume.

Contact Center 20

Contact Center Study Customer Journeys Self Service 20

Brad Cleveland Blog

FEBRUARY 24, 2015

Here’s a number that should encourage all of us to take another look at our mobile customer service strategy. Billion smartphone shipments expected in 2015, representing a 12.2% year-on-year growth rate. Source: IDC.

Mobile Customer Service 20

Mobile Customer Service Customer Service Strategies Strategy Customers 20

Brad Cleveland Blog

FEBRUARY 24, 2015

Here’s a number that should encourage all of us to take another look at our mobile customer service strategy. Billion smartphone shipments expected in 2015, representing a 12.2% year-on-year growth rate. Source: IDC.

Mobile Customer Service 20

Mobile Customer Service Customer Service Strategies Strategy Customers 20

Brad Cleveland Blog

JANUARY 20, 2015

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Contact Center 20

Contact Center Multi-Channel Mobile Customer Service Call Center 20

Brad Cleveland Blog

JANUARY 20, 2015

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Contact Center 20

Contact Center Multi-Channel Mobile Customer Service Call Center 20

Brad Cleveland Blog

JANUARY 8, 2020

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver on today’s customer expectations.

Customer Care 26

Customer Care Customer Centricity Customer Expectations Customers 26

Brad Cleveland Blog

JANUARY 8, 2020

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision.

Customer Care 26

Customer Care Customer Centricity Customers Brands 26

Brad Cleveland Blog

JANUARY 8, 2020

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver on today’s customer expectations.

Customer Care 20

Customer Care Customer Centricity Customer Expectations Customers 20

Brad Cleveland Blog

MARCH 7, 2017

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.

Strategy 26

Strategy Multi-Channel Mobile Customer Service Contact Center 26

Brad Cleveland Blog

MARCH 7, 2017

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 4,000 fold in the past ten years.

Connections 20

Connections Strategy Data Multi-Channel 20

Brad Cleveland Blog

MARCH 7, 2017

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 4,000 fold in the past ten years.

Connections 20

Connections Strategy Data Multi-Channel 20

Brad Cleveland Blog

MAY 19, 2014

A recent report from Gartner highlights the following insights about customer support – one about the past, one about the future. Both remind us that we must work hard to create consistency across customer contact channels, especially emerging mobile channels.

Report 20

Report Technology Customer Experience Multi-Channel 20

Brad Cleveland Blog

MAY 19, 2014

A recent report from Gartner highlights the following insights about customer support – one about the past, one about the future. Both remind us that we must work hard to create consistency across customer contact channels, especially emerging mobile channels.

Report 20

Report Technology Customer Experience Multi-Channel 20

Brad Cleveland Blog

DECEMBER 2, 2014

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Strategy 20

Strategy Customers Multi-Channel Mobile Customer Service 20

Brad Cleveland Blog

DECEMBER 2, 2014

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Strategy 20

Strategy Customers Multi-Channel Mobile Customer Service 20

Brad Cleveland Blog

JANUARY 26, 2016

The post Staffing for Mobile appeared first on Brad Cleveland.

Multi-Channel 26

Multi-Channel Mobile Customer Service Contact Center Customer relationships 26

Brad Cleveland Blog

MAY 13, 2014

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Strategy 20

Strategy Customers Multi-Channel Mobile Customer Service 20

Brad Cleveland Blog

MAY 13, 2014

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Strategy 20

Strategy Customers Multi-Channel Mobile Customer Service 20

Brad Cleveland Blog

APRIL 11, 2014

As mobile and social open up new channels and new types of contacts, it’s critical to forecast and staff for evolving workloads. Mobile and social impact staffing resources, and different types of interactions each require a specific approach to resource planning.

Resources 20

Resources Interaction Examples Multi-Channel 20

Brad Cleveland Blog

APRIL 11, 2014

As mobile and social open up new channels and new types of contacts, it’s critical to forecast and staff for evolving workloads. Mobile and social impact staffing resources, and different types of interactions each require a specific approach to resource planning.

Resources 20

Resources Interaction Examples Multi-Channel 20

Brad Cleveland Blog

JANUARY 26, 2016

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Multi-Channel 21

Multi-Channel Mobile Customer Service Contact Center Customer relationships 21

Brad Cleveland Blog

JANUARY 26, 2016

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Multi-Channel 20

Multi-Channel Mobile Customer Service Contact Center Customer relationships 20