mobile customer service - Brad Cleveland

Time-Tested Tips for Handling Tough Contacts

by bradcleveladev | Jan 16, 2020 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Organization and Culture

How equipped are your agents for those situations when something is going wrong? When customers are clearly upset? Here are some time-tested tips: If your organization messed up, acknowledge it in a sincere way—and in plain language. (How often as a customer do you...

GM Leverages AI in Social Customer Care

by bradcleveladev | Jan 8, 2020 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Mobile, Multi-channel Support, Social Media, Workforce Management

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver...

The Magnitude of Mobile

by bradcleveladev | Mar 7, 2017 | Call Center, Contact Center, Customer Service, Leadership, Mobile, Multi-channel Support, Research/Statistics

Need a reason to refine your mobile strategy? Here are some statistics that remind us of how ubiquitous mobile devices have become. There are now 8 billion active mobile subscriptions – more than the population of the planet. (Cisco) Mobile data traffic has grown...

Mobile Customer Support

by bradcleveladev | Aug 2, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Mobile, Videos

Cell Phone Inventor Predicts the Next Big Thing

by bradcleveladev | May 17, 2016 | Call Center, Contact Center, Customer Service, Mobile

According to Marty Cooper, 87 years old and a pioneerin wireless communication, cell phones have a big flaw: you constantly have to charge them. And that’s true for all connected wearables (e.g., watches, glasses, health devices). The next big thing, says Cooper, is...