customer access strategy - Brad Cleveland

Smartphone Statistics

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

Retailers reported that sales via smartphones grew an average of 87% in 2014. (Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience. (Source: Google) 59% of...

The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right

Dec 22, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Leadership, Mobile, Multi-channel Support, Research/Statistics, The Edge of Service

The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right There are an estimated 7 billion active mobile phone subscriptions today—one for every living person on the planet, according to the International Telecommunication Union (ITU). Of...

Encouraging Customers to Use Self-Service Channels

Dec 15, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Multi-channel Support, Self-service, Videos

Building Cross-Functional Processes

Dec 11, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Organization and Culture

Many centers have charged a person or a group of people with essential planning responsibilities, i.e., forecasting, staffing and scheduling. As a part of their job, they are given the task of collecting information required for these activities. But if they...

Building a Customer Service Ecosystem

Oct 20, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Multi-channel Support, Videos

Customer experience is not a program, a department, a contact center, self-service capability, or CRM system—it’s much more. It’s an ecosystem, comprised of many components that must seamlessly work together. It’s the result of a culture and approach that spans the...