Calabrio

JANUARY 19, 2017

In 2017, the application and importance of analytics will continue to increase, and companies will use contact center analytics to gather information about employees, not just customers. Mobile Customer Service Will Close the Gap Between Consumer Expectations and Reality. View the original article.

Customer Satisfaction 100

Customer Satisfaction Brands Strategy Contact Center 100

Brad Cleveland Blog

DECEMBER 22, 2015

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).

Mobile Customer Service 20

Mobile Customer Service Telecommunications Customer Service Course 20

Tricia Morris

FEBRUARY 19, 2016

Here is a collection of 16 statistics shaping customer service for today and tomorrow: 1. 76% of consumers say they view customer service as the true test of how much a company values them. 60% of consumers have higher expectations for customer service now than they did just one year ago.

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40

Brad Cleveland Blog

APRIL 4, 2014

Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services, but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. Here’s a guide to getting started right.

Mobile Customer Service 20

Mobile Customer Service Customer Service Strategies Strategy Customer Service 20

Brad Cleveland Blog

APRIL 4, 2014

Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services, but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. Here’s a guide to getting started right.

Mobile Customer Service 20

Mobile Customer Service Customer Service Strategies Strategy Customer Service 20

Brad Cleveland Blog

APRIL 23, 2014

Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services—but is a significant opportunity for those who shape strategies that meet or redefine customer expectations.

Mobile Customer Service 20

Mobile Customer Service Customer Service Customer Expectations Meeting 20

Brad Cleveland Blog

APRIL 23, 2014

Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services—but is a significant opportunity for those who shape strategies that meet or redefine customer expectations.

Mobile Customer Service 20

Mobile Customer Service Customer Service Customer Expectations Meeting 20

Natalie Petouhof

FEBRUARY 22, 2016

Tweet Cloud-Based Customer Service and Customer Experience. announced its acquisition of Contact Solutions , a leading provider of real-time, contextual customer care solutions. This will advancing mobile self-service and engagement. Privacy and Security: Combating Contact Center Fraud.

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Self Service Customer Experience Customer Service Omni-Channel 40

ProProfs Chat

MAY 6, 2020

Did you know that 67% of people worldwide believe that customer service as a whole is improving? One of the top reasons why customers have higher expectations from their preferred brands to offer the best service experience! Customer Experience Training Success Statistics. Source: CCW Digital ) Tweet this.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

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

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

Natalie Petouhof

MAY 27, 2016

The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming. Customer Experience IOT in the Automotive Industry-Upcoming. **. How to Measure Customer Experience: Performance Management Maturity-Upcoming. ROI of Social Customer Service- Upcoming. • Mobile Customer Service-Upcoming. **.

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Omni-Channel Social Media e-support ROI 40

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

APRIL 17, 2014

Mobile is often referred to as a “channel” in contact center circles… but it’s, of course, much more. Consider the sheer breadth of the mobile services many of us use daily: travel, banking, navigation, shopping, productivity, news, social, service and support, videos and photos, and communication, …

Strategy 20

Strategy Contact Center Travel Banking 20

Brad Cleveland Blog

APRIL 17, 2014

Mobile is often referred to as a “channel” in contact center circles… but it’s, of course, much more. Consider the sheer breadth of the mobile services many of us use daily: travel, banking, navigation, shopping, productivity, news, social, service and support, videos and photos, and communication, …

Strategy 20

Strategy Contact Center Travel Banking 20

SmartKarrot

FEBRUARY 16, 2022

Employee engagement rises by 20% on average in companies that take steps to improve their customer experience. Providing a high-quality customer experience can save up to 33% of customer service costs. What do customers have to say about customer experience? How are B2B companies driving customer experience?

Customer Experience 10

Customer Experience Social Media B2B e-support 10

UJET

OCTOBER 22, 2020

Sure, your customer service agents need to be able to switch seamlessly from chat to voice and have all customer information in one easily accessible location. But omnichannel was always supposed to unify the customer journey, too. knew they needed to create an intuitive mobile customer service experience.

Omni-Channel 90

Omni-Channel Consumers Brands Contact Center 90

Brad Cleveland Blog

JANUARY 8, 2020

GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver on today’s customer expectations. GM recognized that customers are increasingly turning to social channels for customer service, and established a response …

Customer Care 26

Customer Care Customer Centricity Customer Expectations Customers 26

UJET

OCTOBER 22, 2020

Sure, your customer service agents need to be able to switch seamlessly from chat to voice and have all customer information in one easily accessible location. But omnichannel was always supposed to unify the customer journey, too. knew they needed to create an intuitive mobile customer service experience.

Omni-Channel 72

Omni-Channel Consumers Brands Contact Center 72

Brad Cleveland Blog

FEBRUARY 25, 2014

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Customer Service 20

Customer Service Customers Social Media Mobile Customer Service 20

Brad Cleveland Blog

FEBRUARY 25, 2014

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Customer Service 20

Customer Service Customers Social Media Mobile Customer Service 20

Brad Cleveland Blog

JANUARY 8, 2020

GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver on today’s customer expectations. GM recognized that customers are increasingly turning to social channels for customer service, and established a response …

Customer Care 20

Customer Care Customer Centricity Customer Expectations Customers 20

Brad Cleveland Blog

APRIL 30, 2015

Mobile apps are an important part of the emerging customer service landscape. In results that are probably no surprise, a recent Compuware study found that customers have little tolerance for glitchy or unstable mobile apps. Don’t dither getting there. But by all means, ensure they are ready for prime time.

Study 20

Study Customer Service Self Service Mobile Customer Service 20

Brad Cleveland Blog

APRIL 30, 2015

Mobile apps are an important part of the emerging customer service landscape. In results that are probably no surprise, a recent Compuware study found that customers have little tolerance for glitchy or unstable mobile apps. Don’t dither getting there. But by all means, ensure they are ready for prime time.

Study 20

Study Customer Service Self Service Mobile Customer Service 20

Brad Cleveland Blog

JANUARY 16, 2020

When customers are clearly upset? How often as a customer do you see or hear the scripted words, “We regret any inconvenience this may have caused”?) How equipped are your agents for those situations when something is going wrong? As writing …

Tips 29

Tips Mobile Customer Service Contact Center Call Center 29

Brad Cleveland Blog

JANUARY 16, 2020

When customers are clearly upset? How often as … Continue reading → The post Time-Tested Tips for Handling Tough Contacts appeared first on Brad Cleveland. How equipped are your agents for those situations when something is going wrong?

Tips 26

Tips Mobile Customer Service Contact Center Call Center 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 16, 2020

When customers are clearly upset? How often as a customer do you see or hear the scripted words, “We regret any inconvenience this may have caused”?) How equipped are your agents for those situations when something is going wrong? As writing …

Tips 20

Tips Mobile Customer Service Contact Center Call Center 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

MAY 17, 2016

According to Marty Cooper, 87 years old and a pioneerin wireless communication, cell phones have a big flaw: you constantly have to charge them. And that’s true for all connected wearables (e.g., watches, glasses, health devices).

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Wireless Connections Communication Mobile Customer Service 26

Brad Cleveland Blog

DECEMBER 29, 2015

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.

Retail 26

Retail Report Sales Social Media 26

Brad Cleveland Blog

JANUARY 19, 2016

In results that were probably no surprise, a Compuware study found that customers have … Continue reading → The post Are Your Mobile Apps Ready for Prime Time? Get your apps in good shape and, by all means, don’t dither—get them out there. But you’ve got to ensure they are ready for prime time.

Study 26

Study Mobile Customer Service Contact Center Call 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