customer access - Brad Cleveland

Should We Have Objectives for Abandonment?

May 22, 2015 | Call Center, Contact Center, Customer Service, Videos, Workforce Management

Smartphone Growth

May 19, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Mobile, Research/Statistics

As of December 2014, nearly 75% of all U.S. mobile subscribers aged 13 and older owned a smartphone. The highest adoption rates belong to mobile subscribers aged 25-34 (88.9%), and 18-24 (88.6%). In January 2013, the smartphone adoption rates for these groups were...

Get It Right with Mobile Apps

Apr 30, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Mobile, Research/Statistics, Self-service

Mobile apps are an important part of the emerging customer service landscape. Don’t dither getting there. But by all means, ensure they are ready for prime time. In results that are probably no surprise, a recent Compuware study found that customers have little...

60 Million Hours?

Apr 28, 2015 | Call Center, Contact Center, Customer Experience, Customer Service, Research/Statistics

According to a stat provided by Fonolo, Americans spend a combined 60 million hours on hold with contact centers, each year. Who knew?

Implementing Video Chat?

Apr 21, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Multi-channel Support, Research/Statistics

Are you considering adding video to your contact center? Video chat is an access channel that can certainly distinguish you from competitors. And with the technology barriers coming down, more companies are seriously considering adding this channel into their customer...