Customer Access Strategy - Brad Cleveland

Make the Most of Changing Customer Expectations

Sep 30, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership

How do you make the most of changing customer expectations and ensure that they are being built into your plans and direction? The following are some important rules of the road: First, ensure that your management team thoroughly understands the 10 basic customer...

Revisiting Your Service Level Objective

Sep 23, 2016 | Call Center, Contact Center, Customer Access Strategy, Leadership, Videos, Workforce Management

The Contact Center’s Role in Building Self-Service Channels

Sep 21, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Leadership, Multi-channel Support, Self-service

Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels. For example, the contact center can provide a wealth of information on which contacts can be automated (or handled in...

Strategy Drives Structure

Sep 7, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Organization and Culture

Many contact centers have been through consolidations or restructurings that are really just cleanup efforts for lack of having or using an effective customer access strategy. For example, I recall helping an insurance company with agent group...

Mobile Customer Support

Mobile Customer Support

Aug 2, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Mobile, Videos

Communicating Access Alternatives to Customers

Communicating Access Alternatives to Customers

Jun 15, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Videos