multichannel - Brad Cleveland

5 Secrets of Accurate Scheduling in a Multichannel Contact Center

Jan 27, 2015 | Call Center, Contact Center, Customer Service, Multi-channel Support, Uncategorized, Videos, Workforce Management

The Edge of Service® Newsletter, Issue 11: A Multichannel World

Jan 6, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Multi-channel Support, Social Media, The Edge of Service

The Edge of Service® Newsletter, Issue 11: A Multichannel World 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,...

How Many Concurrent Chat Sessions Should Agents Handle

Dec 11, 2014 | Call Center, Contact Center, Customer Service, Multi-channel Support, Videos, Workforce Management

Developing a Mobile Customer Access Strategy

Dec 2, 2014 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Mobile, Multi-channel Support, Videos

When to Begin Forecasting and Planning Chat

Aug 20, 2014 | Call Center, Contact Center, Customer Service, Videos, Workforce Management