customer experience - Brad Cleveland

Social Customer Care: Listen, Learn, and Dialogue

Feb 9, 2016 | Call Center, Contact Center, Customer Experience, Customer Service, Social Media

Let me give you three steps that are absolutely fundamental in delivering services through social channels. Listen Begin by listening. You don’t just walk into a room and start talking, and that’s just as true in the social world. I recall an executive who works with...

How Long Will Your Customers Wait for Service?

Feb 4, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Videos, Workforce Management

Staffing for Mobile

Jan 26, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Mobile, Multi-channel Support, Videos, Workforce Management

Are Your Mobile Apps Ready for Prime Time?

Jan 19, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Mobile, Research/Statistics

Get your apps in good shape and, by all means, don’t dither—get them out there. But you’ve got to ensure they are ready for prime time. In results that were probably no surprise, a Compuware study found that customers have little tolerance for glitchy or...

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...