Social Media - Brad Cleveland

Can You Afford to Ignore Social Media?

May 26, 2015 | Call Center, Contact Center, Customer Experience, Customer Service, Customer Surveys, Research/Statistics, Social Media

Proactively engaging your customers yields many benefits. For example, research conducted by CFI Group finds that customers who post their contact center experiences on social media sites and then receive follow up from the company rate their overall customer...

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...

Social Media Presence vs. Social Media Customer Care

Aug 15, 2014 | Call Center, Contact Center, Customer Service, Multi-channel Support, Research/Statistics, Social Media

According to ICMI’s recent research report The Normalization of Social Customer Care, 73% of organizations report having a social media presence, but only 39% formally support it as a customer care channel. That leaves 34% of organizations with a presence, but without...

Is Social Media a Risk?

May 6, 2014 | Call Center, Contact Center, Customer Service, Leadership, Multi-channel Support, Social Media, Videos

Measuring Social Interactions

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