Does a customer access strategy sound like something that would be nice to have? Actually, it’s vital. Just ask anyone who’s part of the University...
Read More >>>Category Archives: Customer Access Strategy
Customer Service Strategy: Avoid Common Pitfalls
Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, “We have a strategic plan. It’s called doing things.” He makes a great point....
Read More >>>GM Leverages AI in Social Customer Care
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...
Read More >>>Cutting Costs with Minimum Impact on Customers
Aligning Service with Vision and Mission
Too often, I’ll see a vision or mission statement on an entry wall, but then observe very different priorities in day-to-day operations. We put our...
Read More >>>How Effective Is Your Service Strategy?
On a recent trip to the Bahamas, I was reminded of the importance of an effective service strategy. As a customer service professional, it’s easy...
Read More >>>The Best Managed Contact Centers: #7 – They View the Contact Center as a Total Process
Contact centers that consistently get the best results view the operation as a total process....
Read More >>>Make the Required Investments to Support Your Customer Service Strategy
Ensuring that your organization is making required investments is an essential step in developing your...
Read More >>>How to Meet Changing Customer Expectations
Communicating Access Alternatives to Customers
Contact Center Future Shock: Channels May Become Part of Our Past
While meeting with Jim Rembach of Call Center Coach at ICMI’s Contact Center Expo in...
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