Contact Center - Brad Cleveland

Connecting Hiring, Training and Coaching

Jul 14, 2015 | Call Center, Contact Center, Customer Service, Organization and Culture, Quality Management, Videos

55 Billion

Jul 9, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Research/Statistics

According to ICMI, 55 billion agent-assisted interactions are handled in the U.S. annually. Couple that statistic with Dimension Data’s research showing that 74% of organizations worldwide predict an increase in customer interactions. Pondering these numbers should...

Communicating Access Alternatives to Customers

Jul 7, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Multi-channel Support, Videos

Home-Connected Devices to See Explosive Growth

Jun 30, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Multi-channel Support, Research/Statistics

As the Internet of Things (IoT) and connected devices expand, the connected-home device subset of the market is seeing rapid growth. According to a report by BI Intelligence: Connected-home device shipments will grow at a compound annual rate of 67% over the next few...

Which Customers Use Social Media for Customer Service?

Jun 29, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Research/Statistics, Social Media

While there may be a perception that only younger consumers use social media as an access channel, research published mid 2014 by eConsultancy suggests that is clearly not the case. Here’s a breakdown of usage by age group: • 18-24 – 49.5% • 25-34 – 44.6% • 35-44 –...