It could be that you have just a few people in a small department or company, handling interactions with customers. On the other hand, you might have thousands of agents working across multiple sites. In either case, or any point in between, you need a Customer Access Strategy.

Just think about the inter-related decisions related to rolling out a new product or perhaps a new contact channel such as chat or video. What does that mean for the skills you need and the implications for recruiting, hiring and training? Where should these new contacts get routed? In other words, what agent group will handle them? How will the workload change? How will that impact resources and budget?

An effective Customer Access Strategy helps to answer these questions through considering 10 components. This video from my LinkedIn Learning course “Managing a Customer Contact Center” describes each component to help you shape your own approach.