customer access - Brad Cleveland

Align the Organization to Deliver the Best Possible Customer Experience

Oct 14, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture, Videos

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...

How Will the Internet of Things Impact Contact Centers?

Aug 13, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Multi-channel Support, Workforce Management

As more smart devices become connected to the Internet, you can expect increasing impact on contact centers—beginning with the amount of data streaming into service operations. This will add to the workload of reporting and analytics teams, but will also put more...

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