Multi-channel Support - Brad Cleveland

Contact Center Future Shock: Channels May Become Part of Our Past

Sep 19, 2019 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Multi-channel Support, Videos

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. I hope the video helps you consider how to prepare your organization for future challenges in...

Article on Customer Service Trends

Aug 2, 2019 | Call Center, Contact Center, Customer Service, Leadership, Multi-channel Support, Research/Statistics, Social Media

Sam Del Rowe recently wrote an article for www.destinationcrm.com titled “The Top Customer Service Trends: Building Better Service Beyond Voice.” In the article, Mike de la Cruz of Directly and I provide insight into artificial intelligence (AI), omnichannel...

5 Secrets of Accurate Scheduling in Today’s Contact Center

Feb 21, 2019 | Call Center, Contact Center, Customer Service, Multi-channel Support, Videos, Workforce Management

The Best Managed Contact Centers: #7 – They View the Contact Center as a Total Process  

Feb 14, 2019 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Multi-channel Support, Quality Management

Contact centers that consistently get the best results view the operation as a total process. This viewpoint takes many forms: Ensure that everyone in the contact center, and those with key supporting roles outside the center, have a basic understanding of how contact...

Communicating Access Alternatives to Customers

Oct 3, 2018 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Multi-channel Support, Social Media, Videos

Contact Center Future Shock: Channels May Become Part of Our Past

Jun 28, 2018 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Multi-channel Support, Videos

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. I hope the video helps you consider how to prepare your organization for future challenges in the...