Looking to generate substantive conversation at your next team meeting? Try one of these worksheets on customer expectations, metrics and customer access strategy. It can...
Read More >>>Category Archives: Customer Access Strategy
Accessibility and Quality Work Together
Have you ever heard that you have to sacrifice quality to improve customer accessibility to services? Or the other way around? That’s one of the...
Read More >>>Strategy Drives Structure
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...
Read More >>>Always Connected: Blessing or Curse? (Brad’s TEDx Talk)
Is being “always connected” a blessing or a curse? Are you in charge or a slave to your smartphone? This TEDx Talk covers three principles...
Read More >>>The Contact Center’s Role in Building Self-Service Channels
Many organizations are learning firsthand that contact centers can play a central role in encouraging...
Read More >>>Customer Strategy and Management Podcasts
If you haven’t listened before, you might want to check out my podcast series “Customer Strategy and Management.” It includes short, to-the-point podcasts on topics...
Read More >>>Make the Most of Changing Customer Expectations
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...
Read More >>>Revisiting Your Service Level Objectives
Staffing for Weekends
Here’s an idea: If you’re a consumer-facing service operation and want to stand out from the crowd, be there for your customers on weekends. That’s...
Read More >>>How Long Will Your Customers Wait for Service?
Encouraging Customers to Use Self-Service
Service Level: Realistic Targets, Taken Seriously
If your operation is chronically missing your service level target, it may be an indication of a fundamental misconception about the importance of service level....
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