customer experience - Brad Cleveland

Know What's Important to Customers

Sep 18, 2014 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys

A recent study by Execs in the Know and Digital Roots asked customers, Which characteristic of an interaction with a brand’s customer service department is most important to you? The answers: Effective Issue Resolution–40.3% Immediacy/Fast...

For the First Time Ever, the Customer Is in Control

Jun 19, 2014 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, Mobile, 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...

Today’s Contact Center – The Internal Engine that Engages Social Communities

Apr 8, 2014 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Leadership, Social Media, Videos

Three Ways the Contact Center Contributes to Customer Experience

Mar 3, 2014 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Videos