Brad Cleveland Blog

SEPTEMBER 8, 2023

In this video from my LinkedIn Learning course “Managing a Customer Contact Center,” I … Continue reading → The post <strong>Don’t Guess at Staffing: Proven Methods for Your Contact Center</strong> appeared first on Brad Cleveland. How about a Thursday afternoon at 2:00 pm?

Contact Center 51

Contact Center Video Course Management 51

Brad Cleveland Blog

JANUARY 19, 2023

Everything to do with getting resources right in a contact center begins with forecasting, predicting what the workload will be.

Contact Center 49

Contact Center Resources Multi-Channel Call Center 49

Brad Cleveland Blog

DECEMBER 1, 2023

The article includes 5 things the very best leaders do to prepare for the future as well … Continue reading → The post Prepare Your Contact Center for the Future appeared first on Brad Cleveland.

Contact Center 26

Contact Center Multi-Channel Customer relationships Call Center 26

NobelBiz

JULY 10, 2023

As we speak, AI-powered solutions are revolutionizing how contact centers identify, engage, and convert leads. In this article, we delve into the profound impact of AI on lead generation and explore how your contact center can harness its potential. With AI as our ally, data becomes a goldmine of opportunities.

Contact Center 40

Contact Center Call Center Industry Chatbots 40

Brad Cleveland Blog

SEPTEMBER 8, 2023

In this video from my LinkedIn Learning course “Managing a Customer Contact Center,” I … Continue reading → The post <strong>Don’t Guess at Staffing: Proven Methods for Your Contact Center</strong> appeared first on Brad Cleveland. How about a Thursday afternoon at 2:00 pm?

Contact Center 26

Contact Center Video Course Management 26

Brad Cleveland Blog

JANUARY 19, 2023

Everything to do with getting resources right in a contact center begins with forecasting, predicting what the workload will be.

Contact Center 26

Contact Center Resources Multi-Channel Call Center 26

Brad Cleveland Blog

JUNE 1, 2023

The following are excerpts from the transcript of Brad’s recent keynote address to Contact Center Expo, hosted by ICMI, the International Customer Management Institute, May 16 and 17, 2023. Hi everyone. Thanks so much for joining us.

Contact Center 26

Contact Center Management Multi-Channel Customer relationships 26

Brad Cleveland Blog

JUNE 1, 2023

The following are excerpts from the transcript of Brad’s recent keynote address to Contact Center Expo, hosted by ICMI, the International Customer Management Institute, May 16 and 17, 2023. Hi everyone. Thanks so much for joining us.

Contact Center 26

Contact Center Management Multi-Channel Customer relationships 26

Brad Cleveland Blog

FEBRUARY 9, 2022

There are three immutable laws at work in contact centers that you must keep in mind. Find more videos about contact centers in my LinkedIn Learning course “Managing a Customer Contact Center.” They’re always present.

Contact Center 26

Contact Center Video Course Metrics 26

TechSee

DECEMBER 16, 2021

Customers want to help themselves through mobile, web, phone, text messages, and more. 86% of customers have come to expect a personalized and relevant experience – with conversations with agents moving seamlessly between channels. And they are also not as effective.

Call Center 124

Call Center Trends Self Service Contact Center 124

Brad Cleveland Blog

FEBRUARY 9, 2022

There are three immutable laws at work in contact centers that you must keep in mind. Find … Continue reading → The post Three Immutable Laws of Contact Centers appeared first on Brad Cleveland. They’re always present.

Contact Center 26

Contact Center Metrics Communication Multi-Channel 26

TechSee

OCTOBER 9, 2018

each day and often engage in “tech multi-tasking,” such as setting a date via messaging app while while watching Netflix and tweeting about it. Focus on messaging apps: If messaging is your customers’ favorite method of communication, you should excel at it. Cloud-based, omni-channel CRM solutions. Know your customer.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

NobelBiz

AUGUST 28, 2023

Hey there, fellow contact center champions! Ready to dive deep into the heart of transforming your contact center’s performance? In this article, we’ll explore actionable strategies that will help you revolutionize your contact center’s performance and create experiences that leave customers raving.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

ShepHyken

FEBRUARY 6, 2018

Hitting the Reset Button on Omni-channel Customer Service. Are you where your customers want you to be? . . ? <span &amp;amp;amp;amp;lt;/span&amp;amp;amp;amp;gt; Shep Hyken sits down with Murph Krajewski, discussing the importance of knowing what channels your customers want you to be on.

Omni-Channel 75

Omni-Channel Multi-Channel Contact Center Technology 75

Brad Cleveland Blog

SEPTEMBER 19, 2019

Recently, I was reminded of this brief interview that I recorded with Jim Rembach of Call Center Coach. We discussed how channels are likely to be approached in the future.

Contact Center 26

Contact Center Call Center Video Multi-Channel 26

NobelBiz

JULY 31, 2023

Call queueing is the heart of modern customer communication, orchestrating a well-organized waiting system that ensures no customer is left unheard. Imagine it as a virtual queue at your favorite coffee shop, where each customer patiently waits for their turn to be served.

Communication 52

Communication Call Center Wait Times Contact Center Software 52

Brad Cleveland Blog

JUNE 28, 2018

While meeting with Jim Rembach of Call Center Coach at ICMI’s Contact Center Expo in Orlando, we discussed how channels are likely to be approached in the future.

Contact Center 26

Contact Center Call Center Video Meeting 26

NobelBiz

JANUARY 25, 2021

Measuring your contact center performance is the first cornerstone of your outbound campaign. In order to build an efficient and satisfying customer relationship with your customers, Choosing key performance indicators adapted to your customer service activity is a crucial element to your success.

Net Promoter Score 52

Net Promoter Score Customer Service Effort Score Contact Center 52

Win the Customer

DECEMBER 14, 2015

Something as simple as a phone conversation can make the difference in the life of a customer, if it’s done correctly. Direct agent-to-customer communication is one of the most powerful methods of problem solving available in the contact center today. Key Call Center Voice Technology Capabilities to Consider.

Call Center 52

Call Center Metrics Multi-Channel Management 52

Eptica

JULY 8, 2016

For example, they can do this through self-service systems that understand and answer their queries online without needing to make direct contact with the contact center. We live in a multi-channel world Across all demographics, customers are using a wide array of channels to interact with brands.

Consumers 50

Consumers Self Service Multi-Channel Financial 50

NobelBiz

APRIL 27, 2021

Customer relationship management is at the forefront of all business debates. Overall, retaining existing customers is much more lucrative than attracting new ones. As a result, engaging in contact center solutions and technologies yields significant returns for companies.

Contact Center 52

Contact Center Loyalty Net Promoter Score Multi-Channel 52

Brad Cleveland Blog

NOVEMBER 11, 2021

Many contact centers are grappling with labor shortages, surging workloads, or a brutal combination of both. The resource mismatches have resulted in long wait times and frustration for customers, and high occupancy and burnout for agents.

Contact Center 29

Contact Center Wait Times Resources Multi-Channel 29

NobelBiz

NOVEMBER 6, 2023

In today’s fast-paced digital environment, intelligent automation has become a powerful force, propelling change within call centers across the globe. Contact centers serve as the lifeblood of customer service for countless businesses, and the integration of intelligent automation holds the key to unlocking their full potential.

Call Center 105

Call Center Self Service Contact Center Customer Service 105

Brad Cleveland Blog

NOVEMBER 11, 2021

Many contact centers are grappling with labor shortages, surging workloads, or a brutal combination of both. The resource mismatches have resulted in long wait times and frustration for customers, and high occupancy and burnout for agents.

Contact Center 26

Contact Center Wait Times Resources Multi-Channel 26

NobelBiz

JULY 25, 2023

Customer Interaction Analytics also serves as a tool used by supervisors to analyze what interactions the team is having and to determine the most successful communication channels for a given campaign. Let’s delve deeper into the essence of interaction analytics, especially from the vantage point of call centers.

Interaction 98

Interaction Analytics Call Center Contact Center 98

NobelBiz

FEBRUARY 22, 2023

Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations.

Contact Center 52

Contact Center Contact Center Software Call Center Multi-Channel 52

NobelBiz

FEBRUARY 21, 2022

Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

Kustomer

MAY 20, 2021

Breaking language barriers and taking advantage of tools like Unbabel will make your brand known for going above and beyond customer expectations; for doing more than just the bare minimum. Listen Now: Listen to “How to Evolve with the Changing Needs of your Customer Service Team | Edmund Ovington” on Spreaker.

Customer Experience 105

Customer Experience Multi-Channel Customers Brands 105

Brad Cleveland Blog

SEPTEMBER 19, 2019

(..)

Contact Center 26

Contact Center Multi-Channel Customer relationships Call Center 26

Brad Cleveland Blog

SEPTEMBER 19, 2019

(..)

Contact Center 20

Contact Center Multi-Channel Customer relationships Call Center 20

InMoment XI

DECEMBER 7, 2023

Customer-centric companies are 60% more profitable than companies that don’t focus on customers. As your organization starts your customer experience management efforts, you need to consider how to measure it. This will tell you what a single customer is worth to your business throughout the course of the relationship.

Metrics 260

Metrics Net Promoter Score Measurement Effort Score 260

Brad Cleveland Blog

JUNE 28, 2018

(..)

Contact Center 20

Contact Center Multi-Channel Call Center Customer relationships 20

Brad Cleveland Blog

JUNE 28, 2018

(..)

Contact Center 20

Contact Center Multi-Channel Call Center Customer relationships 20

Brad Cleveland Blog

SEPTEMBER 1, 2011

We are seeing the emergence of the greatest customer movement in history. Is your organization ready? Are you ready? Studies reveal that the vast majority of consumers now use search engines, social communities and feedback sites to better understand a company’s commitment to service before making brand or product decisions.

Customer relationships 20

Customer relationships Study Feedback Consumers 20

Brad Cleveland Blog

SEPTEMBER 1, 2011

We are seeing the emergence of the greatest customer movement in history. Is your organization ready? Are you ready? Studies reveal that the vast majority of consumers now use search engines, social communities and feedback sites to better understand a company’s commitment to service before making brand or product decisions.

Customer relationships 20

Customer relationships Study Feedback Consumers 20

SurveySensum

JANUARY 26, 2022

Top customer experience trends in 2022. A boost in multi-channel service. Optimizing customer experience for mobile devices. Meeting customer expectations. Alteration in the operation of the contact center. Providing instant fulfillment for online customers. A boost in multi-channel service.

Trends 59

Trends Customer Experience Contact Center Multi-Channel 59

Brad Cleveland Blog

AUGUST 31, 2023

AI is dramatically transforming customer service. Or better yet, how do you lead the … Continue reading → The post Future-Proof Your AI-Powered Customer Service appeared first on Brad Cleveland. The opportunities – and risks – are unprecedented.

Customer Service 52

Customer Service Customers Multi-Channel Contact Center 52