Brad Cleveland Blog

APRIL 4, 2014

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. Here’s a guide to getting started right.

Mobile Customer Service 20

Mobile Customer Service Customer Service Strategies Strategy Customer Service 20

Brad Cleveland Blog

MAY 8, 2015

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 of total contact volume.

Contact Center 22

Contact Center Study Customer Journeys Self Service 22

Brad Cleveland Blog

APRIL 23, 2014

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.

Mobile Customer Service 20

Mobile Customer Service Customer Service Customer Expectations Customers 20

Brad Cleveland Blog

APRIL 23, 2014

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.

Mobile Customer Service 20

Mobile Customer Service Customer Service Customer Expectations Customers 20

Brad Cleveland Blog

MAY 8, 2015

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 of total contact volume.

Contact Center 20

Contact Center Study Customer Journeys Self Service 20

Brad Cleveland Blog

JANUARY 20, 2015

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Contact Center 20

Contact Center Multi-Channel Mobile Customer Service Call Center 20

Brad Cleveland Blog

JANUARY 20, 2015

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Contact Center 20

Contact Center Multi-Channel Mobile Customer Service Call Center 20

Brad Cleveland Blog

FEBRUARY 24, 2015

Here’s a number that should encourage all of us to take another look at our mobile customer service strategy. Billion smartphone shipments expected in 2015, representing a 12.2% year-on-year growth rate. Source: IDC.

Mobile Customer Service 20

Mobile Customer Service Customer Service Strategies Customers Strategy 20

Brad Cleveland Blog

FEBRUARY 24, 2015

Here’s a number that should encourage all of us to take another look at our mobile customer service strategy. Billion smartphone shipments expected in 2015, representing a 12.2% year-on-year growth rate. Source: IDC.

Mobile Customer Service 20

Mobile Customer Service Customer Service Strategies Customers Strategy 20

Brad Cleveland Blog

APRIL 17, 2014

Mobile is often referred to as a “channel” in contact center circles… but it’s, of course, much more. Consider the sheer breadth of the mobile services many of us use daily: travel, banking, navigation, shopping, productivity, news, social, service and support, videos and photos, and communication, …

Strategy 20

Strategy Contact Center Travel Banking 20

Brad Cleveland Blog

APRIL 17, 2014

Mobile is often referred to as a “channel” in contact center circles… but it’s, of course, much more. Consider the sheer breadth of the mobile services many of us use daily: travel, banking, navigation, shopping, productivity, news, social, service and support, videos and photos, and communication, …

Strategy 20

Strategy Contact Center Travel Banking 20

Brad Cleveland Blog

JANUARY 16, 2020

When customers are clearly upset? How often as a customer do you see or hear the scripted words, “We regret any inconvenience this may have caused”?) How equipped are your agents for those situations when something is going wrong? As writing …

Tips 29

Tips Mobile Customer Service Contact Center Call Center 29

Brad Cleveland Blog

JANUARY 16, 2020

When customers are clearly upset? How often as … Continue reading → The post Time-Tested Tips for Handling Tough Contacts appeared first on Brad Cleveland. How equipped are your agents for those situations when something is going wrong?

Tips 26

Tips Mobile Customer Service Contact Center Call Center 26

Brad Cleveland Blog

MAY 19, 2015

mobile subscribers aged 13 and older owned a smartphone. The highest adoption rates belong to mobile subscribers aged 25-34 (88.9%), and 18-24 (88.6%). As of December 2014, nearly 75% of all U.S. In January 2013, the smartphone adoption rates for these groups were 73.5% and 72.2%, respectively.

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Groups Mobile Customer Service Contact Center Call Center 26

Brad Cleveland Blog

FEBRUARY 16, 2016

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Strategy 26

Strategy Customers Mobile Customer Service Contact Center 26

Brad Cleveland Blog

AUGUST 2, 2016

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Customers 26

Customers Mobile Customer Service Contact Center Call Center 26

Brad Cleveland Blog

DECEMBER 29, 2015

Retailers reported that sales via smartphones grew an average of 87% in 2014. Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience.

Retail 26

Retail Report Sales Social Media 26

Brad Cleveland Blog

JANUARY 19, 2016

In results that were probably no surprise, a Compuware study found that customers have … Continue reading → The post Are Your Mobile Apps Ready for Prime Time? Get your apps in good shape and, by all means, don’t dither—get them out there. But you’ve got to ensure they are ready for prime time.

Study 26

Study Mobile Customer Service Contact Center Call Center 26

Brad Cleveland Blog

JANUARY 26, 2016

The post Staffing for Mobile appeared first on Brad Cleveland.

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Multi-Channel Mobile Customer Service Contact Center Call Center 26

Brad Cleveland Blog

FEBRUARY 16, 2016

The post Developing a Mobile Customer Access Strategy appeared first on Brad Cleveland.

Strategy 26

Strategy Customers Mobile Customer Service Contact Center 26

Brad Cleveland Blog

MAY 17, 2016

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).

Wireless 26

Wireless Connections Communication Mobile Customer Service 26

Brad Cleveland Blog

AUGUST 2, 2016

The post Mobile Customer Support appeared first on Brad Cleveland.

Customers 26

Customers Mobile Customer Service Contact Center Call Center 26

Brad Cleveland Blog

MARCH 7, 2017

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.

Strategy 26

Strategy Multi-Channel Mobile Customer Service Contact Center 26

Brad Cleveland Blog

JANUARY 8, 2020

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.

Customer Care 26

Customer Care Customer Centricity Customers Brands 26

Brad Cleveland Blog

JANUARY 8, 2020

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 on today’s customer expectations.

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Customer Care Customer Centricity Customer Expectations Customers 26

Brad Cleveland Blog

JANUARY 26, 2016

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Multi-Channel 24

Multi-Channel Mobile Customer Service Contact Center Call Center 24

Brad Cleveland Blog

FEBRUARY 5, 2015

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Mobile Customer Service 22

Mobile Customer Service Contact Center Call Center Video 22

Brad Cleveland Blog

DECEMBER 29, 2015

Retailers reported that sales via smartphones grew an average of 87% in 2014. Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience. …

Advertising 22

Advertising Retail Report Sales 22

Brad Cleveland Blog

JANUARY 19, 2016

In results that were probably no surprise, a Compuware study found that customers have little tolerance for glitchy or unstable mobile apps. Get your apps in good shape and, by all means, don’t dither—get them out there. But you’ve got to ensure they are ready for prime time.

Study 22

Study Mobile Customer Service Contact Center Call Center 22

Brad Cleveland Blog

JANUARY 16, 2020

When customers are clearly upset? How often as a customer do you see or hear the scripted words, “We regret any inconvenience this may have caused”?) How equipped are your agents for those situations when something is going wrong? As writing …

Tips 20

Tips Mobile Customer Service Contact Center Call Center 20

Brad Cleveland Blog

FEBRUARY 25, 2014

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Customer Service Customers Social Media Mobile Customer Service 20

Brad Cleveland Blog

MARCH 26, 2014

“Consumers have already decided for us: If you want to connect with them, mobile is the way.” As mobile soars, mobile-based surveys are taking flight, optimized for preferred channels, smartphone (small) screens, and succinct question sets. That’s how Forrester analyst Roxana Strohmenger puts it, and I agree.

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Survey Consumers Feedback Connections 20

Brad Cleveland Blog

APRIL 11, 2014

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.

Resources 20

Resources Interaction Examples Multi-Channel 20

Brad Cleveland Blog

MAY 13, 2014

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Strategy 20

Strategy Customers Multi-Channel Mobile Customer Service 20

Brad Cleveland Blog

MAY 19, 2014

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.

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Report Technology Customer Experience Multi-Channel 20

Brad Cleveland Blog

JUNE 18, 2014

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Customers Mobile Customer Service Contact Center Call Center 20

Brad Cleveland Blog

DECEMBER 2, 2014

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Strategy Customers Multi-Channel Mobile Customer Service 20