customer access strategy - Brad Cleveland

Interview on Building a Customer Service Ecosystem

Mar 11, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Videos

Creating Mobile Services? Get the Contact Center Involved Early

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

The Edge of Service® Newsletter, Issue 11: A Multichannel World

Jan 6, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Multi-channel Support, Social Media, The Edge of Service

The Edge of Service® Newsletter, Issue 11: A Multichannel World If you were to walk into an Amazon.com customer contact center, you’d see desks turned sideways so that Fire tablet support agents have a neutral background for video calls (one-way,...

Developing a Mobile Customer Access Strategy

Dec 2, 2014 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Mobile, Multi-channel Support, Videos

KLM Provides Wait Time Estimates on Twitter Page

Oct 15, 2014 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Social Media

KLM harnesses Twitter for customer service, handling a diverse range of issues and steering customers to other channels when that makes sense. They even provide wait time estimates, updated every five minutes. This is a good example of an organization that meets...