Contact Center, Customer Relationships, Leadership and Multi-Channel

Best Practices and Strategies to Master Call Center Management

InMoment XI

OCTOBER 31, 2023

With the advent of omnichannel customer experience programs and increasing customer demands, effective call center management has become more challenging and pivotal than ever before. It requires a harmonious blend of leadership, technology, and a customer-centric mindset to succeed in this dynamic landscape.

Call Center

Call Center Management Exceptional Customer Service Customer Satisfaction

Prepare Your Contact Center for the Future

Brad Cleveland Blog

DECEMBER 1, 2023

The article includes 5 things the very best leaders do to prepare for the future as well … Continue reading → The post Prepare Your Contact Center for the Future appeared first on Brad Cleveland.

Contact Center

Contact Center Article Multi-Channel Call Center

2022 Trends: Imagine the Future of Call Centers

TechSee

DECEMBER 16, 2021

Customers want to help themselves through mobile, web, phone, text messages, and more. 86% of customers have come to expect a personalized and relevant experience – with conversations with agents moving seamlessly between channels. Analytics for insights Companies have finally grasped the hidden gem in customer analytics.

Call Center

Call Center 2022 Contact Center Multi-Channel

Prepare Your Contact Center for the Future

Brad Cleveland Blog

DECEMBER 1, 2023

The article includes 5 things the very best leaders do to prepare for the future as well … Continue reading → The post Prepare Your Contact Center for the Future appeared first on Brad Cleveland.

Contact Center

Contact Center Article Multi-Channel Call Center

How Generative AI Will Transform Contact Centers and Shape Your Career

Brad Cleveland Blog

JUNE 1, 2023

The following are excerpts from the transcript of Brad’s recent keynote address to Contact Center Expo, hosted by ICMI, the International Customer Management Institute, May 16 and 17, 2023. Hi everyone. Thanks so much for joining us.

Contact Center

Contact Center 2023 Management Multi-Channel

How Generative AI Will Transform Contact Centers and Shape Your Career

Brad Cleveland Blog

JUNE 1, 2023

The following are excerpts from the transcript of Brad’s recent keynote address to Contact Center Expo, hosted by ICMI, the International Customer Management Institute, May 16 and 17, 2023. Hi everyone. Thanks so much for joining us.

Contact Center

Contact Center 2023 Management Multi-Channel

Contact Center Future Shock: Channels May Become Part of Our Past

Brad Cleveland Blog

SEPTEMBER 19, 2019

Recently, I was reminded of this brief interview that I recorded with Jim Rembach of Call Center Coach. We discussed how channels are likely to be approached in the future.

Contact Center

Contact Center Call Center Multi-Channel Customer Relationships

Contact Center Future Shock: Channels May Become Part of Our Past

Brad Cleveland Blog

JUNE 28, 2018

While meeting with Jim Rembach of Call Center Coach at ICMI’s Contact Center Expo in Orlando, we discussed how channels are likely to be approached in the future.

Contact Center

Contact Center Call Center Multi-Channel Customer Relationships

Contact Center Future Shock: Channels May Become Part of Our Past

Brad Cleveland Blog

SEPTEMBER 19, 2019

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Contact Center

Contact Center Multi-Channel Call Center Customer Relationships

Top 150 Global Customer Experience Thought Leaders and Influencers of 2020

SurveySensum

JULY 14, 2020

Nandkishor Tripathi – Global Head of Customer Experience at SurveySensum. Multi-Award Winner, Nandkishor Tripathi is a Market Research Operations and CX Methodology Specialist with over 16 years of proven track record in delivering customer experience at the highest levels. LinkedIn : [link]. Website : [link].

2020

2020 Customer Experience Magazine Consulting

Contact Center Future Shock: Channels May Become Part of Our Past

Brad Cleveland Blog

SEPTEMBER 19, 2019

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Contact Center

Contact Center Multi-Channel Call Center Customer Relationships

Contact Center Future Shock: Channels May Become Part of Our Past

Brad Cleveland Blog

JUNE 28, 2018

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Contact Center

Contact Center Multi-Channel Call Center Customer Relationships

Contact Center Future Shock: Channels May Become Part of Our Past

Brad Cleveland Blog

JUNE 28, 2018

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Contact Center

Contact Center Multi-Channel Call Center Customer Relationships

Future-Proof Your AI-Powered Customer Service

Brad Cleveland Blog

AUGUST 31, 2023

AI is dramatically transforming customer service. Or better yet, how do you lead the … Continue reading → The post Future-Proof Your AI-Powered Customer Service appeared first on Brad Cleveland. The opportunities – and risks – are unprecedented.

Customer Service

Customer Service Customers Multi-Channel Contact Center

Future-Proof Your AI-Powered Customer Service

Brad Cleveland Blog

AUGUST 31, 2023

AI is dramatically transforming customer service. Or better yet, how do you lead the … Continue reading → The post Future-Proof Your AI-Powered Customer Service appeared first on Brad Cleveland. The opportunities – and risks – are unprecedented.

Customer Service

Customer Service Customers Multi-Channel Contact Center

Building the “Frictionless” Organization—an Interview with Bill Price

Brad Cleveland Blog

JANUARY 24, 2023

Bill Price is a longtime friend and industry colleague in the customer service space. Bill was Amazon’s first global vice president of customer service and is the founder and president of the consulting firm Driva Solutions.

Consulting

Consulting Customer Service Multi-Channel Contact Center

Building the “Frictionless” Organization—an Interview with Bill Price

Brad Cleveland Blog

JANUARY 24, 2023

Bill Price is a longtime friend and industry colleague in the customer service space. Bill was Amazon’s first global vice president of customer service and is the founder and president of the consulting firm Driva Solutions.

Consulting

Consulting Customer Service Multi-Channel Contact Center

Three Major Customer Service Trends

Brad Cleveland Blog

MARCH 14, 2017

Take a minute to reflect on how customer service continues to evolve at your organization. If you missed the December issue of my Edge of Service™ Newsletter, you might enjoy reading about … Continue reading → The post Three Major Customer Service Trends appeared first on Brad Cleveland. We are well into 2017.

Customer Service

Customer Service 2017 Customers Multi-Channel

Communicating Access Alternatives to Customers

Brad Cleveland Blog

OCTOBER 3, 2018

The post Communicating Access Alternatives to Customers appeared first on Brad Cleveland.

Communication

Communication Customers Multi-Channel Social Media

Four Keys to Retaining Millennial Customers

Brad Cleveland Blog

JUNE 2, 2016

It was great to be included in an article Telus International put together on retaining millennial customers. Lindsey Groepper of BlastMedia and John Rampton … Continue reading → The post Four Keys to Retaining Millennial Customers appeared first on Brad Cleveland.

Financial

Financial Article Customers Multi-Channel

The Edge of Service® Newsletter, Issue 20: TEDx: Thriving in an Always-On World

Brad Cleveland Blog

FEBRUARY 28, 2017

The Edge of Service® Newsletter, Issue 20: TEDx: Thriving in an Always-On World Being always connected…is it a blessing or a curse? Are we in charge, or are we slaves to our smartphones?

Connections

Connections Multi-Channel Social Media Contact Center

How Will the Internet of Things Affect Customer Service?

Brad Cleveland Blog

JULY 31, 2015

These devices have the ability to sense their environment, … Continue reading → The post How Will the Internet of Things Affect Customer Service? As the world becomes increasingly connected, the Internet of Things, or IoT, is becoming more prevalent. appeared first on Brad Cleveland.

Wireless

Wireless Customer Service Reference Connections

The Edge of Service™ Newsletter, Issue 20: TEDx: Thriving in an Always-On World

Brad Cleveland Blog

FEBRUARY 28, 2017

For the past three decades, I’ve been privileged to work with a diverse range of organizations—from small startups to national governments and multinational corporations—in shaping their customer … Are we in charge, or are we slaves to our smartphones?

Government

Government Connections Multi-Channel Social Media

Building Brand Engagement with Multichannel Services

Brad Cleveland Blog

OCTOBER 25, 2016

The post Building Brand Engagement with Multichannel Services appeared first on Brad Cleveland.

Brands

Brands Engagement Multi-Channel Call Center

Three Major Customer Service Trends

Brad Cleveland Blog

MARCH 14, 2017

Take a minute to reflect on how customer service continues to evolve at your organization. We are well into 2017. How’s it going? If you missed the December issue of my Edge of Service™ Newsletter, you might enjoy reading about three predictions that I have for 2017.

Customer Service

Customer Service 2017 Customers Multi-Channel

Three Major Customer Service Trends

Brad Cleveland Blog

MARCH 14, 2017

Take a minute to reflect on how customer service continues to evolve at your organization. We are well into 2017. How’s it going? If you missed the December issue of my Edge of Service™ Newsletter, you might enjoy reading about three predictions that I have for 2017.

Customer Service

Customer Service 2017 Customers Multi-Channel

Encouraging Customers to Use Self-Service

Brad Cleveland Blog

FEBRUARY 1, 2017

The post Encouraging Customers to Use Self-Service appeared first on Brad Cleveland.

Customers

Customers Multi-Channel Contact Center Call Center

Four Keys to Retaining Millennial Customers

Brad Cleveland Blog

JUNE 2, 2016

It was great to be included in an article Telus International put together on retaining millennial customers. The article focuses on the financial services industry, but the principles apply to many other industries. Lindsey Groepper of BlastMedia and John Rampton of Due were also interviewed for the article. You can read it here.

Financial

Financial Article Customers Multi-Channel

Four Keys to Retaining Millennial Customers

Brad Cleveland Blog

JUNE 2, 2016

It was great to be included in an article Telus International put together on retaining millennial customers. The article focuses on the financial services industry, but the principles apply to many other industries. Lindsey Groepper of BlastMedia and John Rampton of Due were also interviewed for the article. You can read it here.

Financial

Financial Article Customers Multi-Channel

The Edge of Service® Newsletter, Issue 20: TEDx: Thriving in an Always-On World

Brad Cleveland Blog

FEBRUARY 28, 2017

For the past three decades, I’ve been privileged to work with a diverse range of organizations—from small startups to national governments and multinational corporations—in shaping their customer … Are we in charge, or are we slaves to our smartphones?

Government

Government Connections Multi-Channel Social Media

How Will the Internet of Things Affect Customer Service?

Brad Cleveland Blog

JULY 31, 2015

As the world becomes increasingly connected, the Internet of Things, or IoT, is becoming more prevalent. IoT refers to the connection of wireless devices to the Internet and to each other. These devices have the ability to sense their environment, both internal and external, and generate data that can be analyzed and acted upon.

Wireless

Wireless Customer Service Reference Connections

How Will the Internet of Things Affect Customer Service?

Brad Cleveland Blog

JULY 31, 2015

As the world becomes increasingly connected, the Internet of Things, or IoT, is becoming more prevalent. IoT refers to the connection of wireless devices to the Internet and to each other. These devices have the ability to sense their environment, both internal and external, and generate data that can be analyzed and acted upon.

Wireless

Wireless Customer Service Reference Connections

Recent WebTV Interview on Customer Service Trends

Brad Cleveland Blog

DECEMBER 16, 2014

In this 12-minute interview, we discuss the trends shaping service and how to meet today’s fast-evolving customer expectations. Earlier this week, I joined Laura Sikorski on the WebTV show, Sikorski’s Think Abouts.

Customer Service

Customer Service Customer Expectations Customers Multi-Channel

Recent WebTV Interview on Customer Service Trends

Brad Cleveland Blog

DECEMBER 16, 2014

In this 12-minute interview, we discuss the trends shaping service and how to meet today’s fast-evolving customer expectations. Earlier this week, I joined Laura Sikorski on the WebTV show, Sikorski’s Think Abouts.

Customer Service

Customer Service Customer Expectations Customers Multi-Channel