Contact Center - Brad Cleveland

Should We Have Objectives for Abandonment?

May 22, 2015 | Call Center, Contact Center, Customer Service, Videos, Workforce Management

Smartphone Growth

May 19, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Mobile, Research/Statistics

As of December 2014, nearly 75% of all U.S. mobile subscribers aged 13 and older owned a smartphone. The highest adoption rates belong to mobile subscribers aged 25-34 (88.9%), and 18-24 (88.6%). In January 2013, the smartphone adoption rates for these groups were...

What Do Customers Want You to Know?

May 14, 2015 | Call Center, Contact Center, Customer Service, Customer Surveys, Research/Statistics

It is axiomatic that in order to best serve your customers, you have to “know” them. In other words, you need to understand your customers’ expectations and needs as comprehensively as possible in order to give them the products and services that they want. But how...

Contact Centers in a Connected World – Celebrating the Past 30 Years

May 12, 2015 | Call Center, Contact Center, Customer Service, Leadership, Research/Statistics, Videos

Multichannel Contact Centers, by the Numbers

May 8, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Mobile, Multi-channel Support, Research/Statistics, Self-service, Social Media

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...

We’re Getting Better at Providing Great Customer Experiences

May 4, 2015 | Call Center, Contact Center, Customer Experience, Customer Service, Customer Surveys, Research/Statistics

According to Forrester’s Customer Experience Index, in 2014, 11% of brands were rated at “excellent” compared to 0% in 2007. Conversely, the number of brands rated at “poor” or “very poor” dropped from 35% in 2007 to 11% in 2014. Clearly, there’s been a shift in how...