Contact Center - Brad Cleveland

60 Million Hours?

Apr 28, 2015 | Call Center, Contact Center, Customer Experience, Customer Service, Research/Statistics

According to a stat provided by Fonolo, Americans spend a combined 60 million hours on hold with contact centers, each year. Who knew?

Keeping Up with Customer Service Changes

Apr 23, 2015 | Call Center, Contact Center, Customer Service, Leadership, Videos

Implementing Video Chat?

Apr 21, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Multi-channel Support, Research/Statistics

Are you considering adding video to your contact center? Video chat is an access channel that can certainly distinguish you from competitors. And with the technology barriers coming down, more companies are seriously considering adding this channel into their customer...

The Changing Role of Supervisors

Apr 16, 2015 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Studies from ICMI and others suggest there are more supervisors today – proportionally and in real numbers – than ever. With today’s developments – emerging channels, proliferation of social media, the competitive importance of customer relationships, and the wide...

Be Careful When Interpreting Benchmarks

Apr 7, 2015 | Call Center, Contact Center, Customer Service, Research/Statistics, Videos