Customer Access Strategy - Brad Cleveland

Align the Organization to Deliver the Best Possible Customer Experience

Jan 16, 2014 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Organization and Culture, Videos

Is Mobile a Channel or a Strategy?

Jan 3, 2014 | Customer Access Strategy, Mobile

As with social media, terms related to mobile customer service are quickly evolving, and must be used and interpreted in context. I’m often asked for advice on shaping a “mobile strategy.” It’s an important question — but without further...

Customer Service Accessibility

Nov 22, 2013 | Call Center, Contact Center, Customer Access Strategy, Videos

Study Highlights Multichannel Practices

Oct 28, 2013 | Customer Access Strategy

ICMI’s just-out research report, The Multichannel Agent: A 2014 Contact Center Roadmap Research Report and Best Practices Guide, reveals some interesting stats on how organizations are evolving multichannel services. Here’s a look at the channels respondents...

Text as a Service Channel

Oct 11, 2013 | Customer Access Strategy

According to a recent study by Execs in the Know, most companies do not offer SMS texting as a customer assistance/service option. But customers seem to want it. According to the research, 52% of boomers (55+), 75% of millennials (18-34) and 86% of generation X...

Shaping Your Customer Access Strategy for Social Media

Aug 15, 2011 | Call Center, Contact Center, Customer Access Strategy, Social Media

(Note, a full version of this post recently appeared in ICMI’s Global Report on Call Center Practices. To subscribe, see link at bottom.) While social media projects often begin as marketing initiatives or as the responsibility of newly established...