Call Center - Brad Cleveland

Skills-Based Routing: Effective Resource Planning Is Vital

Oct 22, 2014 | Call Center, Contact Center, Videos, Workforce Management

KLM Provides Wait Time Estimates on Twitter Page

Oct 15, 2014 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Social Media

KLM harnesses Twitter for customer service, handling a diverse range of issues and steering customers to other channels when that makes sense. They even provide wait time estimates, updated every five minutes. This is a good example of an organization that meets...

Don’t Leave Culture to Chance

Oct 8, 2014 | Call Center, Contact Center, Leadership, Organization and Culture, Videos

Great Service Makes Us Feel Better

Oct 1, 2014 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Research/Statistics

Trendwatching.com just released the report, The Future of Customer Service, which begins with the following excerpt from an American Express 2013 study: “When 1,620 consumers were tested under laboratory conditions, 63% said they felt their heart rate increase when...

Encouraging Customers to Use Self-Service Channels

Sep 24, 2014 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Multi-channel Support, Videos

Know What's Important to Customers

Sep 18, 2014 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys

A recent study by Execs in the Know and Digital Roots asked customers, Which characteristic of an interaction with a brand’s customer service department is most important to you? The answers: Effective Issue Resolution–40.3% Immediacy/Fast...