A Customer Access Strategy is a well-documented, overall plan that guides your contact center. It helps to think of it as a blueprint for your...
Read More >>>Category Archives: Customer Access Strategy
Managing Perceptions When Capacity Is Limited
What do you do if customer demand outstrips supply? What if there are more customers than the capacity that you have? After all, you can’t add more seats...
Read More >>>Can agents get work done between customer contacts?
I know, I know. It’s busy out there. The demand for agent-assisted service is relentless (wasn’t that AI-driven chatbot going to reduce workload?). Your team...
Read More >>>Building the “Frictionless” Organization—an Interview with Bill Price
Bill Price is a longtime friend and industry colleague in the customer service space. Bill...
Read More >>>10 Components of a Customer Access Strategy
Whether you’re a one person building contractor, a technology start-up, a government agency, or a global airline, you need a customer access strategy that defines how your organization will interact...
Read More >>>Service Level from the Perspective of Customers
For service level to have meaning, you must view it over an appropriate time frame. Daily service level reports often conceal important information. Service level...
Read More >>>Controlling Contact Center Costs—the Right Way
With the current economic challenges, many organizations are likely to look for ways to control costs as they serve customers. Done right, these efforts can...
Read More >>>Developing Your Service Strategy
Whether you’re a one person design company, a 50 person software startup or a global airline with thousands of employees, you need a strategy for serving your customers. Strategy...
Read More >>>Build the right skills, knowledge, and leaders
When developing an effective customer service strategy, you will need to include how to build the right skills, knowledge, and leaders. I’ve found in many...
Read More >>>Drive Innovation with Convenience Design
One of the themes driving innovation in customer experience is effort reduction—making things as simple and easy for customers as possible. One element of reducing...
Read More >>>The importance of effective service strategy
Customer service should work so well that it enables you to focus on what really matters: delivering on your organization’s mission and promises, and engaging...
Read More >>>The Pros and Cons of Virtual Queues
Many contact centers are grappling with labor shortages, surging workloads, or a brutal combination of both. The resource mismatches have resulted in long wait times...
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