multichannel - Brad Cleveland

Consistency Across Channels: We've Got a Long Way to Go

May 19, 2014 | Call Center, Contact Center, Customer Service, Mobile, Multi-channel Support, Research/Statistics

A recent report from Gartner highlights the following insights about customer support – one about the past, one about the future. Both remind us that we must work hard to create consistency across customer contact channels, especially emerging mobile channels....

Measuring Social Interactions

Apr 29, 2014 | Call Center, Contact Center, Customer Service, Multi-channel Support, Social Media, 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...

Forecasting and Staffing for New Channels

Apr 11, 2014 | Call Center, Contact Center, Customer Service, Mobile, Multi-channel Support, Workforce Management

As mobile and social open up new channels and new types of contacts, it’s critical to forecast and staff for evolving workloads. Mobile and social impact staffing resources, and different types of interactions each require a specific approach to resource planning. The...

Best Practices in Multi-Channel Support

Mar 31, 2014 | Call Center, Contact Center, Customer Service, Multi-channel Support, Research/Statistics, Videos