Brad Cleveland Blog

MARCH 6, 2013

Where are organizations in providing mobile customer service? According to a recent ICMI (International Customer Management Institute) study of contact center professionals, only 25% of companies currently have a mobile customer service strategy in place, while 33% are in the planning stages.

Mobile Customer Service 20

Mobile Customer Service Customer Service Contact Center Customer Service Strategies 20

Brad Cleveland Blog

DECEMBER 22, 2015

The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right There are an estimated 7 billion active mobile phone subscriptions today—one for every living person on the planet, according to the International Telecommunication Union (ITU).

Mobile Customer Service 26

Mobile Customer Service Telecommunications Customer Service Customers 26

Calabrio

JANUARY 19, 2017

In 2017, the application and importance of analytics will continue to increase, and companies will use contact center analytics to gather information about employees, not just customers. Mobile Customer Service Will Close the Gap Between Consumer Expectations and Reality. View the original article.

2017 59

2017 Customer Satisfaction Brands Contact Center 59

Natalie Petouhof

FEBRUARY 22, 2016

Tweet Cloud-Based Customer Service and Customer Experience. announced its acquisition of Contact Solutions , a leading provider of real-time, contextual customer care solutions. This will advancing mobile self-service and engagement. Privacy and Security: Combating Contact Center Fraud.

Customer Service 40

Customer Service Customer Experience Omnichannel Customer Engagement 40

Brad Cleveland Blog

DECEMBER 22, 2015

The Edge of Service™ Newsletter, Issue 15: Getting Mobile Customer Service Right There are an estimated 7 billion active mobile phone subscriptions today—one for every living person on the planet, according to the International Telecommunication Union (ITU).

Mobile Customer Service 22

Mobile Customer Service Telecommunications Customer Service Customers 22

Brad Cleveland Blog

DECEMBER 22, 2015

The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right There are an estimated 7 billion active mobile phone subscriptions today—one for every living person on the planet, according to the International Telecommunication Union (ITU).

Mobile Customer Service 20

Mobile Customer Service Telecommunications Customer Service Customers 20

ProProfs Chat

MAY 6, 2020

Did you know that 67% of people worldwide believe that customer service as a whole is improving? One of the top reasons why customers have higher expectations from their preferred brands to offer the best service experience! Customer Experience Training Success Statistics. Source: CCW Digital ) Tweet this.

2020 66

2020 Customer Experience E Commerce E-support 66

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

Natalie Petouhof

MAY 27, 2016

The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming. Customer Experience IOT in the Automotive Industry-Upcoming. **. How to Measure Customer Experience: Performance Management Maturity-Upcoming. ROI of Social Customer Service- Upcoming. • Mobile Customer Service-Upcoming. **.

Social Media 40

Social Media E-support E Commerce ROI 40

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 Customer Service Customer Expectations 20

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 Customer Service Customer Expectations 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 2015 Customer Journey Multi-Channel 22

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 2015 Customer Journey Multi-Channel 20

Brad Cleveland Blog

JANUARY 20, 2015

(..)

Contact Center 20

Contact Center Multi-Channel Mobile Customer Service Call Center 20

Brad Cleveland Blog

JANUARY 20, 2015

(..)

Contact Center 20

Contact Center Multi-Channel Mobile Customer Service Call Center 20

Brad Cleveland Blog

FEBRUARY 25, 2014

(..)

Customer Service 20

Customer Service Customers Social Media Mobile Customer Service 20

Brad Cleveland Blog

FEBRUARY 25, 2014

(..)

Customer Service 20

Customer Service Customers Social Media Mobile Customer Service 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 2015 Customer Service Strategies Customers 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 2015 Customer Service Strategies Customers 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, …

Contact Center 20

Contact Center Travel Banking Definition 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, …

Contact Center 20

Contact Center Travel Banking Definition 20

Brad Cleveland Blog

JANUARY 8, 2020

GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver on today’s customer expectations. GM recognized that customers are increasingly turning to social channels for customer service, and established a response …

Customer Care 26

Customer Care Customer Centricity Customer Expectations Customers 26

Brad Cleveland Blog

JANUARY 8, 2020

GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver on today’s customer expectations. GM recognized that customers are increasingly turning to social channels for customer service, and established a response …

Customer Care 20

Customer Care Customer Centricity Customer Expectations Customers 20

Brad Cleveland Blog

APRIL 30, 2015

Mobile apps are an important part of the emerging customer service landscape. In results that are probably no surprise, a recent Compuware study found that customers have little tolerance for glitchy or unstable mobile apps. Don’t dither getting there. But by all means, ensure they are ready for prime time.

Customer Service 20

Customer Service Mobile Customer Service Contact Center Call Center 20

Brad Cleveland Blog

APRIL 30, 2015

Mobile apps are an important part of the emerging customer service landscape. In results that are probably no surprise, a recent Compuware study found that customers have little tolerance for glitchy or unstable mobile apps. Don’t dither getting there. But by all means, ensure they are ready for prime time.

Customer Service 20

Customer Service Mobile Customer Service Contact Center Call Center 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 …

Mobile Customer Service 29

Mobile Customer Service Contact Center Call Center Customer Relationships 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?

Mobile Customer Service 26

Mobile Customer Service Contact Center Call Center Customer Relationships 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

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.

2014 26

2014 2015 Retail Sales 26

SmartKarrot

FEBRUARY 16, 2022

Employee engagement rises by 20% on average in companies that take steps to improve their customer experience. Providing a high-quality customer experience can save up to 33% of customer service costs. What do customers have to say about customer experience? How are B2B companies driving customer experience?

2022 10

2022 Customer Experience E Commerce Social Media 10

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.

Mobile Customer Service 26

Mobile Customer Service Contact Center Call Center Customer Relationships 26

Brad Cleveland Blog

JANUARY 26, 2016

The post Staffing for Mobile appeared first on Brad Cleveland.

Multi-Channel 26

Multi-Channel Mobile Customer Service Contact Center Call Center 26

Brad Cleveland Blog

JANUARY 26, 2016

(..)

Multi-Channel 24

Multi-Channel Mobile Customer Service Contact Center Call Center 24

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. …

2014 22

2014 2015 Advertising Retail 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.

Mobile Customer Service 22

Mobile Customer Service Contact Center Call Center Customer Relationships 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 …

Mobile Customer Service 20

Mobile Customer Service Contact Center Call Center Customer Relationships 20