customer access - Brad Cleveland

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...

Want to Deliver Consistent Service? Build a Customer Access Strategy

Jun 25, 2014 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Videos

Four Best Practices in Mobile Customer Service

Apr 23, 2014 | Call Center, Contact Center, Customer Experience, Customer Service, Mobile, Multi-channel Support

Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services—but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. The following...

What Should Our Service Level Be?

Apr 21, 2014 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Videos

Best Practices in Mobile Customer Access Strategies

Apr 17, 2014 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Mobile

So, how do you get started? Let’s begin with a short note on definition. Mobile is often referred to as a “channel” in contact center circles… but it’s, of course, much more. Consider the sheer breadth of the mobile services many of us use daily: travel,...