multichannel - Brad Cleveland

Home-Connected Devices to See Explosive Growth

Jun 30, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Multi-channel Support, Research/Statistics

As the Internet of Things (IoT) and connected devices expand, the connected-home device subset of the market is seeing rapid growth. According to a report by BI Intelligence: Connected-home device shipments will grow at a compound annual rate of 67% over the next few...

The Edge of Service® Newsletter, Issue 12: The Keys to Social Customer Service

Jun 1, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Leadership, Multi-channel Support, Social Media, The Edge of Service

The Edge of Service® Newsletter, Issue 12: The Keys to Social Customer Service Being part of “the conversation”—listening to customers and interacting with them where they are—was until recently a powerful differentiator. But it’s now becoming a...

Multichannel Contact Centers, by the Numbers

May 8, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Mobile, Multi-channel Support, Research/Statistics, Self-service, Social Media

How many organizations are using various contact channels? Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage in service settings. The questions included both channels supported and the percentage...

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...

So Many Ways to Interact with Customers

Mar 20, 2015 | Customer Service, Mobile, Multi-channel Support

If you were to walk into an Amazon.com customer contact center, you’d see desks turned sideways so that Fire tablet support agents have a neutral background for video calls (one-way, agent-to-customer). Visit the GM customer assistance group focused on social...