Contact Center - Brad Cleveland

Helping Customers Serve Themselves

Oct 8, 2015 | Call Center, Contact Center, Customer Experience, Customer Service, Self-service

Are we doing enough to enable customer self-service? Here are some statistics to consider: 72% of customers go online to serve themselves, but only 52% find the information they are searching for. (Source: Zendesk, 2013) Only 26% of companies offer self-service...

Celebrating 30 Years of Contact Centers

Oct 6, 2015 | Call Center, Contact Center, Customer Experience, Customer Service, Videos

Here’s a short (four-minute) video Brad and the ICMI team developed that shows how service has evolved over the past three decades.

The Edge of Service® Newsletter, Issue 13: Statistics Behind a Service Revolution

Oct 1, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, The Edge of Service

The Edge of Service® Newsletter, Issue 13: Statistics Behind a Service Revolution Watermark Consulting hit something of a research jackpot with a simple correlation between stock price and customer service rankings. In the seven years leading up to 2015, they found...

The Best Way to Improve Service

Sep 25, 2015 | Call Center, Contact Center, Customer Service, Leadership

Recently I was asked, what’s the #1 way for any company to improve their customer service? Here’s my take: Think beyond service. Interaction by interaction, your customer-facing services provide immediate visibility on the effectiveness of the organization’s products,...

Understanding Contact Drivers

Sep 22, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Workforce Management

(Note: The following is part of a new eBook from ICMI on contact center metrics, which will be released in October. Check back for announcements on availability.) Executives of a business-to-business company that provides HR and payroll services met to discuss service...